Information Technology Service Delivery Manager

Position Overview

We are looking for a seasoned Service Delivery Manager to lead the comprehensive delivery of IT services, ensuring superior service standards, operational excellence, and high customer satisfaction levels. This role involves governance over service delivery, management of SLAs, performance reporting, handling customer relations, incident governance, vendor collaboration, and driving ongoing service enhancements.

Core Accountabilities

• Oversee end-to-end IT service delivery across diverse support functions, maintaining alignment with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Ensure uninterrupted service availability and uphold business continuity protocols.
• Develop and maintain IT service governance frameworks, conducting regular reviews and managing compliance with contractual and operational standards.
• Manage risks associated with service delivery and enforce adherence to ITIL best practices.
• Define, monitor, and report SLAs and KPIs, analyzing performance data to formulate improvement strategies.
• Serve as the main liaison for customers and business stakeholders, fostering strong relationships, managing escalations, and facilitating regular governance meetings.
• Supervise Incident, Problem, Change, and Request Management processes, ensuring efficient resolution of critical issues and conducting Root Cause Analysis (RCA) to prevent recurrence.
• Prepare comprehensive weekly and monthly reports, develop executive dashboards, and communicate performance metrics to leadership.
• Coordinate efforts between internal teams and third-party vendors, managing vendor performance against agreed standards.
• Drive continuous service quality improvements through process optimization, IT transformation, automation initiatives, and promotion of ITIL Continual Service Improvement methodologies.

Educational and Professional Prerequisites

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Engineering, Business Administration, or related fields.
• Between 8 to 12 years of experience in IT Service Delivery, IT Operations, or IT Infrastructure roles.
• At least 3 to 5 years in a Service Delivery Manager or equivalent position.
• Proven expertise in managing enterprise IT services and customer-facing operations within ITIL-based environments.