Information Technology Service Delivery Manager

Job Summary

We are seeking an experienced Service Delivery Manager to oversee the end-to-end delivery of IT services, ensuring high service quality, operational excellence, and customer satisfaction. The successful candidate will be responsible for service governance, SLA management, service performance reporting, customer relationship management, incident governance, vendor coordination, and continual service improvement.

The ideal candidate should possess strong leadership, stakeholder management, ITIL service management expertise, and experience managing enterprise IT service delivery within a large-scale organization.

Key Responsibilities

1. Service Delivery Management

• Manage end-to-end IT service delivery across multiple support functions.
• Ensure delivery of services in accordance with agreed SLAs and KPIs.
• Monitor overall service performance and customer satisfaction.
• Drive operational excellence and service quality improvements.
• Ensure service availability and business continuity.

2. Service Governance

• Establish and maintain IT service governance frameworks.
• Conduct regular service review meetings.
• Monitor compliance with contractual obligations and operational standards.
• Manage service risks and mitigation plans.
• Ensure adherence to ITIL best practices.

3. SLA & Performance Management

• Define, monitor, and report on Service Level Agreements (SLAs).
• Track Key Performance Indicators (KPIs).
• Analyze service performance trends.
• Develop service improvement plans.
• Ensure SLA compliance across all support teams.

4. Customer & Stakeholder Management

• Act as the primary point of contact for customers and business stakeholders.
• Build and maintain strong customer relationships.
• Conduct regular customer governance meetings.
• Manage customer escalations and service concerns.
• Communicate service updates and operational performance.

5. Incident & Service Management

• Oversee Incident, Problem, Change, and Request Management processes.
• Ensure timely resolution of critical incidents.
• Coordinate Major Incident Management activities.
• Conduct Root Cause Analysis (RCA) reviews.
• Monitor recurring issues and implement preventive measures.

6. Reporting & Governance

• Prepare weekly and monthly service reports.
• Develop executive dashboards and KPI reports.
• Present service performance metrics to senior management.
• Track operational and contractual KPIs.
• Recommend continual service improvements.

7. Vendor & Team Coordination

• Coordinate with internal support teams and third-party vendors.
• Monitor vendor performance against SLAs.
• Manage cross-functional service delivery activities.
• Ensure effective communication across IT and business teams.

8. Continuous Service Improvement

• Identify opportunities to improve service quality.
• Implement process optimization initiatives.
• Support IT transformation and automation programs.
• Promote ITIL Continual Service Improvement (CSI) practices.

Required Qualifications

Education

Bachelor's Degree in:

• Computer Science
• Information Technology
• Information Systems
• Engineering
• Business Administration
• Related Discipline

Experience

• 8–12 years of experience in IT Service Delivery, IT Operations, or IT Infrastructure.
• Minimum 3–5 years of experience in a Service Delivery Manager or Service Manager role.
• Experience managing enterprise IT services and customer-facing operations.
• Experience working in ITIL-based environments.