Industry: Information TechnologyDepartment: Service DeliveryReports To: CEOLocation: Dzorwulu, AccraType: Full-timeAbout The CompanyWe are a privately owned, limited liability company that was founded in 1998. Since then, we have steadily grown our reputation, client portfolio, and reliable supplier base. Over this period, we have provided our unique cocktail of quality products, services, and office solutions in the Information Technology industry, here in Ghana. As part of our market strategy, we have aligned ourselves through an in-depth understanding of and experience in the needs of corporate bodies and organizations.
About The RoleThe IT Service Delivery Management and Project Support Officer is responsible for coordinating service delivery operations and supporting the execution of internal and external technical projects and service requests. This role ensures the effective implementation of support service contracts, timely and high-quality service delivery, and strong customer engagement while aligning with organizational standards and commercial goals. Key Responsibilities Operational Planning & Resource CoordinationLead and participate in departmental work planning activities. Ensure the right type and number of resources are available for planned projects through coordination with Resource Planners.
Generate revenue by actively pursuing support service contracts through Service Level Agreements (SLAs). Project and Service Delivery SupportSupport the technical team to plan and execute projects and service requests on time and within budget. Enable best-in-class project teams and manage the transition from active service to legacy system retirement. Manage team performance using systems such as Microsoft Excel or ITSM tools. Customer Engagement & Relationship ManagementServe as the face and voice of the organization during project implementations. Serve as the primary communication channel between customers and the technical team. Provide first-contact resolutions where possible.
Manage customer expectations through clear, proactive communication. Maintain end-to-end accountability for customer satisfaction and overall delivery excellence, ensuring full transparency to all stakeholders. Quality Assurance & Service ImprovementUphold and ensure the company’s standards for customer engagement. Demonstrate consistency and commitment to quality service delivery. Utilize customer satisfaction metrics and performance data to make data-driven recommendations for service improvement. Decision-Making & Role ComplexityMake operational decisions in coordination with the Service Delivery Center (SDC) to uphold service quality standards. Balance technical delivery with commercial considerations under pressure.
Champion a "Right First Time" approach through effective planning and communication with internal and external stakeholders. Continuously assess and refine service delivery processes using performance metrics and evidence-based practices. Job DimensionsDirect Impact OnAdherence to Service Level Agreements (SLAs)Quality of Service DeliveryDevelopment and accuracy of the Knowledge BaseCore Values & CompetenciesOwnership Mentality: Demonstrate accountability and responsibility in all tasks. Continuous Improvement: Commit to learning and team development. Bias for Action: Deliver tasks On-Time and In-Full (OTIF). Growth Mindset: Actively support business growth initiatives. Relationship Management: Build and maintain stakeholder trust. Effective Communication: Use multiple channels to ensure clarity and consistency.
Company Alignment: Embody the company’s Mission, Vision, and Core Values. Knowledge, Skills & Experience RequirementsAt least 2 years of experience in project management or service delivery environments. Strong customer orientation and expectation management skills. Excellent communication skills, both written and verbal. Ability to adapt to shifting priorities, fast-paced change, and ambiguity. High emotional intelligence and cross-functional collaboration skills. Educational RequirementsA degree in Business, Computer Science, or a related field, or equivalent relevant qualification. Certifications (Preferred But Not Required)Project Management certification (e. g. , PMP, PRINCE2)ITIL v3 or higher (Practitioner level preferred)Skills: service delivery,management,project,customer engagement,communication
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