Service Delivery Manager

About MORO TECH

MORO TECH is a technology company with a global team focused on enabling business success through transformation solutions, data-driven strategies, and technical expertise. They collaborate with one of the world's largest OEMs to shape the future of the industry, encouraging creativity, diversity, and meaningful contributions within a dynamic environment.

Role Overview

As a Service Delivery Manager, your mission will be to convert operational requirements, delivery challenges, and business goals into defined processes, actionable plans, and management-level outputs. This role encompasses business analysis, operational governance, stakeholder engagement, and continuous enhancement, contributing to making the IT functions more organized, scalable, and proactive.

Daily Responsibilities

• Manage and coordinate service delivery efforts by monitoring priorities, risks, and pending actions.
• Assist internal IT operations including tasks such as employee onboarding/offboarding, asset management, access permissions, and service requests.
• Analyze current processes to detect inefficiencies and design streamlined workflows.
• Lead or contribute to Kaizen and other continuous improvement initiatives across IT and service delivery projects.
• Prepare reports, dashboards, status updates, and presentations for management.
• Collect data from diverse sources such as tools, tickets, meetings, and stakeholders to inform decision-making.
• Define and track key performance indicators (KPIs), service level agreements (SLAs), risks, and improvement actions.
• Create business cases supporting investments in tools, staffing, process changes, outsourcing, automation, or other technologies.
• Coordinate with technical teams to resolve blockers, clarify priorities, and increase visibility of progress.
• Support the prioritization of service requests, projects, incidents, and operational tasks.
• Document processes, decisions, responsibilities, and working methods clearly.
• Translate complex operational or technical issues into understandable business terms for stakeholders and management.
• Facilitate workshops, retrospectives, follow-ups, and problem-solving sessions.
• Identify and challenge inefficient work practices and recommend feasible improvements.
• Ensure IT operations are structured, measurable, and aligned with company priorities.

Required Qualifications

• Between 2 to 5 years’ experience in roles such as business analysis, service delivery, IT operations, project coordination, or process improvement.
• Proven ability to convert business needs into clear requirements, actionable plans, processes, or reports.
• Experience documenting processes, workflows, decisions, and action plans.
• Strong analytical skills to structure problems and suggest improvements.
• Sound knowledge of IT operations, service management, and project delivery methodologies.
• Effective communication skills to liaise between technical teams and non-technical stakeholders.
• Excellent organization, prioritization, follow-up, ownership, and accountability skills.
• Capability in preparing reports, business cases, and management summaries.
• Proficiency in facilitating meetings, clarifying next steps, and tracking deliverables to closure.
• Strong verbal and written English communication skills.
• Proactive attitude with a constructive approach to challenging inefficient processes.
• Able to manage multiple priorities and stakeholders in a dynamic environment.
• Competency in working with data, metrics, KPIs, and operational reporting.
• Meticulous attention to detail and ability to instill clarity in ambiguous situations.

Preferred Experience

• Familiarity with ITSM tools such as Jira Service Management or equivalent platforms.
• Knowledge of Agile, ITIL frameworks, and service, incident, change, or problem management practices.
• Experience with Kaizen, Lean, process optimization, or operational excellence projects.
• Skills in preparing business cases, cost-benefit analyses, or investment justifications.
• Proficiency with Microsoft 365 applications including SharePoint, Teams, Planner, Power BI, Excel, Visio, or Power Automate.
• Background working in technology, software, consulting, automotive, engineering, or similarly complex environments.
• Experience coordinating distributed or multi-country teams and stakeholders.
• Basic knowledge of automation, workflow design, data analysis, or low-code solutions.
• Experience supporting roles such as technical managers, IT managers, or engineering leaders.
• Ability to produce clear documentation, process diagrams, dashboards, and executive summaries.

Compensation and Benefits

MORO TECH rewards its employees with competitive salaries that reflect the level of impact made. They conduct annual performance and salary reviews to recognize progress.

• Monthly meal vouchers supporting daily productivity.
• Comprehensive private health insurance plans for employees and their families.
• Additional vacation days to promote rest and exploration.
• Annual budget for training and skill development.
• Advanced technology setups with customizable upgrade options.
• Clear career growth paths with regular performance check-ins.

Company Culture

The company values cultural agility, innovation with confidence, passionate pursuits of goals and learning from failures, and fostering diversity so every individual can contribute their authentic selves.