IT Delivery Manager at Tezza Business Solutions Limited

Tezza Business Solutions Limited is a major multinational in software quality assurance and testing with a regional office in Lagos, Nigeria. We provide Software Quality Assurance and Testing Services. Our major objective is to become the “go to” Quality Assurance & Software Testing firm in East and West Africa, while also building offshore resources to fill test automation roles (and other difficult to find software testing skills) in the North American and European markets.

Title: IT Delivery Manager

Location: Lagos

Job Summary

• The Service Delivery Manager plays a critical role in ensuring efficient service delivery to clients. This position involves various responsibilities, including project team leadership, quality issue resolution, progress monitoring, tracking KPIs, and budget management. The Service Delivery Manager contributes to enhancing the user experience by ensuring the smooth delivery of high-quality services that meet and exceed customer expectations.

Duties, Responsibilities & Key Performance Indicators

• Engage with the client’s Project Management office at least 3 times a week.
• Monitor the capacity strength of the TAAS team and align it with Q1 and Q2 activities.
• Drive change request initiatives.
• Track the testing team’s overall output in line with agreed-upon KPIs.
• Assist in the onboarding process for new resources, including access and equipment setup.
• Manage change request orders from initiation to completion.
• Monitor resource allocation and output with KPIs.
• Maintain governance and documentation repository for IPs.
• Foster relationships with teams and stakeholders to promote efficient communication.

Stakeholder Communication

• Ensure regular communication with the board and the client’s executives through weekly, monthly, quarterly, bi-annual, and annual reports.
• Prepare and publish trend reports to management.
• Conduct presentations and seminars to drive stakeholder adoption.

Relationship & Human Resource Management

• Oversee human resources, including hiring, performance evaluation, training, and mentoring.
• Build relationships with horizontal and vertical teams to facilitate departmental communication.

Service Management

• Ensure operational processes align with the client’s SLA.
• Review, optimize, and standardize processes.
• Handle critical incidents and post-incident monitoring.
• Analyze internal and external procedures for service optimization.

Business Transformation

• Collaborate with the TaaS Manager to drive transformation across people, processes, and platforms.
• Participate in the interview process to assess potential resources.
• Drive process adoption and optimization.
• Promote automation to open new opportunities.

Reporting

• Oversee and communicate various reports to the client, including trend reports, forecasting reports, weekly reports, insight reports, monthly reports, quarterly reports, risk reports, and annual reports.

Academic & Professional Requirements

• B.Sc / BA in Business Administration, Business Analysis, Project Management, Delivery Management, or related field.
• Minimum of 5 years of senior-level leadership and management experience.
• Strong project and people management skills.
• Excellent written and verbal communication skills.
• ITIL 4 certification is a plus.
• Knowledge of risk management.
• Resource planning and problem-solving skills.
• Familiarity with the Telco space is advantageous.
• Strong stakeholder management skills.
• Capacity to train and guide junior team members.
• Efficient task management and prioritization.
• Proactive attitude and effective communication skills.
• Knowledge of Software Testing and the technology space is advantageous.

Deadline: Not Specified.

How to Apply: Interested and qualified candidates should Click Here to apply online