Job Overview
We are seeking an experienced Service Delivery Manager to lead and manage end-to-end IT service delivery operations. This role is critical in ensuring exceptional customer satisfaction, maintaining compliance with agreed Service Level Agreements (SLAs), and driving continuous service improvement across the organization.
Key Responsibilities
- Lead end-to-end IT service delivery management, overseeing service operations, incident management, problem management, and change management processes.
- Ensure compliance with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Operational Level Agreements (OLAs).
- Manage relationships with key stakeholders, including internal business units, external vendors, and customers.
- Drive continuous service improvement (CSI) initiatives to enhance service quality, efficiency, and cost-effectiveness.
- Oversee service desk operations, ensuring timely resolution of incidents and requests.
- Coordinate with technical teams (infrastructure, applications, security) to ensure seamless service delivery.
- Prepare and present service performance reports to senior management.
- Manage vendor relationships and third-party service providers, ensuring contractual obligations are met.
- Develop and maintain service catalog, service level documentation, and standard operating procedures.
- Lead service transition activities for new or changed services into the live environment.
Required Qualifications & Experience
- Education: Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field.
- Experience: Minimum 7-10 years of progressive experience in IT service management, with at least 3-5 years in a Service Delivery Manager or similar leadership role.
- Certifications: ITIL v3/v4 Expert or Managing Professional (MP) certification required; PMP, Prince2, or COBIT certifications highly desirable.
- Technical Skills: Deep knowledge of ITSM frameworks (ITIL), service desk tools (ServiceNow, BMC Remedy, JIRA Service Management), cloud platforms (AWS, Azure), and monitoring tools.
Core Competencies
- Leadership & Team Management: Proven ability to lead cross-functional teams, manage performance, and develop talent.
- Stakeholder Management: Excellent communication and negotiation skills with ability to manage expectations at all organizational levels.
- Analytical & Problem-Solving: Strong analytical skills with data-driven decision-making approach.
- Process Improvement: Demonstrated experience in Lean, Six Sigma, or similar improvement methodologies.
- Crisis Management: Ability to remain calm under pressure and lead major incident resolution.
Industry Keywords
IT Service Management (ITSM), ITIL, Service Level Agreement (SLA), Key Performance Indicators (KPI), Continuous Service Improvement (CSI), Incident Management, Problem Management, Change Management, Service Desk, Vendor Management, ServiceNow, IT Governance, Digital Transformation.