Zaber Kiyani

Information Technology Service Delivery Manager @RM plc

London, GB

Managed the IT service delivery team and ensured timely and high-quality service delivery to clients. This included timely resolutions of IT issues. Developed and implemented service delivery strategies and processes to improve the overall performance of the team. Managed SLAs and ensured compliance with ITIL frameworks.• Accountable for the successful delivery of services, achieving SLA’s and KPI’s• Delivered IT services across 40 locations and managed a multidisciplinary team of 35 (UK/India) to ensure a high-quality service.• Drive profits and growth through renewals, referrals and up/ cross-selling.• Developed and implemented goals and objectives to align service delivery with the organization strategy.• Project managed 100+ projects.• Coached and mentored teams.• Performance/Appraisals.• Managed vendor relationships.• Customer service reviews and improvements.• Service and project coordination with the central operations, product managers, delivery teams, and broadband/ telephony connectivity networks.• Develop and deliver account plans and road maps.The Service Delivery Manager position is a field-based, service delivery and people management role requiring effective service delivery management, problem management, customer management, resource management, and staff performance management skills, to ensure our customers achieve high quality services.As a SDM, I will deal with Project Designs, Co-ordination, Logistics, Planning and Project completion to ensure Customer satisfaction.

University of Westminster

Bachelor of Science Degree, Computer Science