As a Project and Service Delivery Manager, your primary role is to oversee and manage the project portfolio within the organization and ensure the overall service delivery of the MIS/IT team. This includes but not limited to setting up the project management framework to follow best practice in managing projects. This also includes managing the operations and performance of the service desk team, ensuring the successful delivery of IT services. You will be responsible for managing and/or monitoring projects progress, ensuring customer satisfaction by delivering services/projects on time and within budget.

Setup the Project Management environment following best practice standards. This includes the methodology to be followed in managing projects, Phases, deliverables, templates to be used within each phase of the SDLC. Lead and manage IT projects from initiation to completion, ensuring they are delivered on time, within scope, and within budget. Provide oversight and follow-up on MIS/IT project portfolios to ensure they are progressing according to plan, budget, and deadlines. Collaborate with project managers and teams to ensure proper management of project is being followed to ensure success. Track the progress of projects within the portfolio of projects, providing regular updates to stakeholders on status, risks, and issues. Maintain clear and effective communication with project sponsors, stakeholders, and management to ensure alignment and support. Identify and mitigate risks across the project portfolio to ensure successful project delivery. Evaluate the performance of projects and the portfolio as a whole, identifying areas for improvement and implementing necessary changes. Establish and maintain project governance structures, processes, and standards to ensure consistency and quality in project delivery. Manage changes to the project portfolio, ensuring that changes are assessed, approved, and communicated effectively. Promote and implement continuous improvement initiatives within the project management processes and portfolio management practices. Supervise and lead a team of service desk agents and technicians, providing guidance, support, and feedback to ensure high-quality service delivery. Ensure the timely and effective delivery of IT services to end-users and customers, meeting or exceeding predefined service level agreements (SLAs). Oversee the handling of IT incidents and service requests, ensuring they are properly logged, categorized, prioritized, and resolved within acceptable timeframes. Interact with users to understand their needs, address concerns, and gather feedback to continuously improve service quality. Monitor and evaluate the team's performance, identifying areas for improvement and implementing corrective actions as needed. Organize training sessions to enhance the skills and knowledge of the team, keeping them up-to-date with the latest technologies and management best practices. Ensure accurate and up-to-date documentation of processes, procedures, and troubleshooting steps to facilitate knowledge sharing and consistency in service delivery. Continuously analyze service desk metrics and customer feedback to identify opportunities for process improvements and enhanced customer experiences. Handle and escalate complex or high-priority issues to appropriate teams or management for resolution.