Service Delivery Manager

About the role

The Service Delivery Manager in Rosehill, Mauritius leads the Implementation & Support function, overseeing the business-line teams and the Service Desk. The role covers Telematics / Mobility Solutions, Retail Automation and Building & Facilities Automation, ensuring projects and service requests meet agreed scope, quality, timelines and budgets while keeping high standards of customer support.

Key responsibilities

• Set service delivery standards, translate customer contracts into delivery plans, monitor performance and backlogs, and ensure SLAs are met
• Oversee projects from planning and handover through installation, testing, commissioning and delivery, managing scope, resources, budgets and risks
• Lead the Service Desk, manage tickets, set escalation procedures and monitor response and resolution times
• Manage telematics and mobility solutions, retail automation projects and building and facilities automation installations
• Handle customer complaints, conduct root-cause analysis and drive continuous improvement
• Lead, coach and develop managers and Service Desk staff, and take part in recruitment, performance appraisals and succession planning
• Ensure compliance, manage operational and supplier risks, and maintain business continuity and disaster recovery plans
• Manage operational costs, support commercial teams with feasibility assessments, and prepare management reports
• Turn business strategy into operational plans, help prepare CAPEX and OPEX budgets, and identify new solutions and partnerships

Required profile

• Degree or diploma in IT, electronics, engineering, automation, telecommunications, operations management or a related field; a Master's in Business Administration is an advantage
• Minimum 5 years of experience in technical implementation, service delivery, technical support or operations
• At least 3 years in a managerial or team leadership position
• Experience with SLAs, service desks and customer support, and knowledge of ITIL, is highly desirable
• Fluency in English and French

Required skills

• Project management and budget management
• Strong leadership, planning, organisational and analytical skills
• Technical understanding of IT systems and infrastructure
• Excellent communication, negotiation and stakeholder management