Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery. Job Summary: We are seeking a dynamic MSP Service Delivery Manager to oversee IT Field Services for our banking client, with a focus on managing Global Solution Integrators. The ideal candidate will ensure the delivery of high-quality IT services, optimize operations, and maintain strong client relationships. Key Responsibilities: Service Delivery Oversight Manage the end-to-end delivery of IT field services, ensuring compliance with service level agreements (SLAs) and operational excellence. Oversee the integration of services provided by Global Solution Integrators, ensuring seamless coordination and delivery. Client Relationship Management Serve as the primary point of contact for the banking client, fostering strong partnerships and understanding their IT service needs. Conduct regular service review meetings with clients to discuss performance metrics, address concerns, and identify opportunities for improvement. Team Leadership and Development Lead and mentor a team of IT field service professionals, ensuring they have the resources and training necessary to deliver exceptional service. Promote a culture of collaboration, accountability, and continuous improvement within the team. Integration Management Collaborate with Global Solution Integrators to align service delivery processes and ensure adherence to client standards and requirements. Facilitate communication and coordination between internal teams and external partners to enhance service integration. Incident and Problem Management Oversee the incident management process to ensure timely resolution of issues related to field services and deskside support. Analyze recurring issues and implement root cause analysis to drive long-term solutions. Performance Monitoring and Reporting Monitor key performance indicators (KPIs) and service delivery metrics, providing regular reports to stakeholders on performance and service improvements. Utilize data analytics to inform decision-making and enhance service delivery processes. Compliance and Risk Management Ensure compliance with banking regulations, security standards, and internal policies across all service delivery activities. Identify potential risks in service delivery and implement effective mitigation strategies. Budget Management Assist in developing and managing the budget for IT field services, ensuring efficient allocation of resources. Identify cost-saving initiatives while maintaining service quality. Qualifications: Bachelor’s degree in Information Technology, Business Administration, or a related field. Proven experience as a Service Delivery Manager or in a similar role, with a strong background in managing Global Solution Integrators or financial services sector. Deep understanding of ITIL framework and service management best practices. Excellent leadership, communication, and interpersonal skills. Ability to manage multiple priorities and work effectively in a fast-paced environment. Proficiency in service management tools and reporting software. Competitive salary and performance-based bonuses. Comprehensive health and wellness benefits. Opportunities for professional development and training. Flexible working arrangements. What next? If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.us@axiomtechnologies.com. #J-18808-Ljbffr Axiom Technologies
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