Service Delivery Manager at ENGIE Energy Access

September 11, 2023
Application deadline closed.

Job Description

ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIEMobisol and ENGIEPowerCorner; and develops innovative, off-grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy.

Position Overview

  • We are seeking an experienced and proactive IT Service Delivery Manager to join our dynamic team.
  • As an IT Service Delivery Manager, you will be responsible for overseeing the efficient delivery of IT services, ensuring seamless operations, and maintaining high-quality customer satisfaction.
  • Your expertise in managing IT service teams and optimizing service processes will be essential in driving our organization’s success.

Key Responsibilities

  • Team Leadership: Lead, mentor, and motivate a team of IT service professionals to deliver exceptional customer support and technical solutions. Foster a collaborative and high-performance work environment.
  • Service Quality Assurance: Develop and implement strategies to ensure the delivery of high-quality IT services that meet or exceed customer expectations. Establish and monitor service level agreements (SLAs) to measure performance and implement improvements as necessary.
  • Incident Management: Oversee the timely resolution of incidents and service requests. Coordinate with technical teams to address critical issues, minimize downtime, and restore services efficiently.
  • Change Management: Implement and manage ITIL-based change management processes, ensuring seamless service transitions and minimizing risks to business operations.
  • Service Improvement: Continuously evaluate service performance, identify areas for improvement, and implement process enhancements to optimize service delivery efficiency and effectiveness.
  • Vendor Management: Collaborate with third-party vendors and service providers to ensure they meet contractual obligations and deliver services according to agreed-upon standards.
  • Budget and Resource Management: Work closely with the IT leadership team to manage the IT service delivery budget effectively and allocate resources efficiently.
  • Reporting and Analytics: Generate regular reports on service performance metrics, customer satisfaction levels, and incident trends. Utilize data insights to make data-driven decisions and implement improvements.
  • Stakeholder Communication: Develop and maintain strong relationships with key stakeholders, including department heads, executives, and business partners. Provide regular updates on service delivery performance and initiatives.
  • Risk Management: Identify potential risks and proactively implement measures to mitigate them. Ensure compliance with relevant industry regulations and security standards.


  • Bachelor’s Degree in Computer Science, Information Technology, or a related field.
  • 5 years of experience as an IT Service Delivery Manager or in a similar leadership role in IT service management.
  • Strong understanding of ITIL principles and best practices.
  • Excellent leadership, communication, and interpersonal skills.
  • Demonstrated ability to manage multiple projects and prioritize effectively.
  • Solid analytical and problem-solving abilities with a data-driven approach.
  • Previous experience in vendor management and contract negotiation is desirable.
  • Certifications such as ITIL, PMP, or other relevant credentials are a plus.