Service Delivery Controller

Job Title: Service Delivery Controller

Industry: Information Technology

Location: Accra, Dzorwulu

Department: Service Delivery

Company Overview:

Fairgreen is a leading IT company renowned for delivering innovative solutions and exceptional service. Our commitment to meeting corporate needs with tailored IT and office solutions has positioned us as a trusted partner for businesses. With a strategic focus on customer satisfaction and operational excellence, we continuously strive to exceed expectations.

Position Overview:

The Service Delivery Controller plays a pivotal role in ensuring efficient service delivery, maintaining customer satisfaction, and driving operational excellence. The role involves overseeing the execution of service-level agreements (SLAs), coordinating technical teams, and ensuring projects are delivered on time and to the highest standards.

Key Responsibilities:

1. Service Delivery Management:

• Oversee the execution of service-level agreements (SLAs) and ensure timely delivery of services.
• Monitor and evaluate service performance, implementing corrective actions where necessary.
• Act as the primary point of contact for escalations related to service delivery issues.

2. Coordination and Communication:

• Liaise with internal teams, including technical staff and sales personnel, to ensure seamless service execution.
• Communicate with clients to address concerns, provide updates, and manage expectations.
• Collaborate with OEM suppliers, subcontractors, and other external stakeholders to optimize service delivery.

3. Process Improvement and Compliance:

• Identify opportunities for process improvements and implement strategies to enhance service efficiency.
• Ensure compliance with company policies, industry standards, and client requirements.
• Prepare and present service performance reports to the Technical Manager.

4. Resource Management:

• Allocate resources effectively to meet project deadlines and SLA commitments.
• Provide guidance and support to technical teams to ensure high-quality service delivery.

5. Training and Development:

• Facilitate training sessions to keep the technical team updated on best practices and new technologies.
• Pursue and maintain relevant IT Service Management certifications as directed by the company.

Requirements:

1. Education:

• Bachelor’s degree in IT, Business Management, or a related field.

2. Certifications:

• IT Service Management certification (e.g., ITIL).

3. Experience:

• 4-6 years of experience in IT service management or a related field.

4. Skills:

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in project management and service delivery tools.
• Ability to work collaboratively in a fast-paced environment.

5. Attributes:

• High level of accountability and attention to detail.
• Strong organizational and time-management skills.
• Customer-focused with a growth mindset.

Application Process:

To apply for the Service Delivery Controller position, please send your resume and a cover letter outlining your interest in the role to Jobs@fairgreenlimited.com. Include "Service Delivery Controller" in the subject line of your email.

Note:

We appreciate the interest of all applicants. However, only those shortlisted for an interview will be contacted.