Deskripsi Pekerjaan
We are seeking a dynamic IT Service Delivery Manager with specialized Cisco networking expertise to lead our customer support operations. In this critical role, you will be responsible for ensuring seamless IT service delivery, maintaining stringent Service Level Agreements (SLAs), and driving operational efficiency across our technology infrastructure. The ideal candidate will combine deep technical knowledge of Cisco systems with strong leadership skills to optimize service performance and enhance customer satisfaction.
You will oversee end-to-end service lifecycle management, from incident resolution to continuous improvement initiatives. This position requires a proactive problem-solver who can collaborate with cross-functional teams to implement best practices in IT Service Management (ITSM). Your expertise will be instrumental in maintaining system reliability, minimizing downtime, and ensuring our technology solutions align with business objectives.
Join our team to leverage your Cisco networking background in a fast-paced environment where your contributions directly impact service excellence and operational effectiveness. This is an excellent opportunity for an experienced ITSM professional to make significant impact in a growth-oriented organization.
Tanggung Jawab
- Manage end-to-end IT service delivery operations with focus on Cisco networking environments
- Monitor and enforce SLA compliance to ensure high service quality and customer satisfaction
- Lead incident, problem, and change management processes to minimize service disruptions
- Collaborate with network engineers and support teams to resolve complex technical issues
- Implement and optimize ITSM frameworks and service delivery workflows
- Analyze service performance metrics and drive continuous improvement initiatives
- Coordinate with stakeholders to align service delivery with business requirements
- Develop and maintain service documentation, runbooks, and operational procedures
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related field
- 5+ years of experience in IT service management with Cisco networking focus
- ITIL certification or equivalent ITSM framework expertise
- Proven track record in managing SLAs and service delivery operations
- Deep knowledge of Cisco networking technologies (routers, switches, firewalls)
- Experience in customer support operations and stakeholder management
- Strong analytical and problem-solving skills with data-driven approach
- Excellent communication and leadership abilities