Service Delivery Manager

Key Responsibilities

• Manage end-to-end delivery of IT managed services in accordance with contractual SLAs and KPIs
• Monitor service performance, availability, incident resolution, and customer satisfaction
• Manage incident, problem, and change management processes in an ITIL-aligned environment
• Handle escalations, root cause analysis (RCA), and corrective action plans
• Prepare monthly and quarterly service performance reports and SLA dashboards
• Conduct regular service review meetings with stakeholders
• Coordinate with technical teams and third-party vendors to ensure timely service delivery
• Manage risks, service issues, and continuous service improvement initiatives
• Coordinate change control approvals for system upgrades, patches, and service changes
• Maintain accurate service documentation and ensure compliance with agreed standards

Requirements

• 10+ years of experience in IT service delivery management
• Strong experience managing enterprise IT services against contractual SLAs and KPIs
• Solid knowledge of ITIL-based incident, problem, and change management
• Proven experience in escalation management, RCA, and service performance reporting
• Experience coordinating cross-functional technical teams and external vendors
• Strong stakeholder management, communication, and problem-solving skills
• Experience with ServiceNow, Jira Service Management, BMC Remedy, or similar tools
• Strong risk management and continuous service improvement capabilities
• Excellent English communication skills

Benefits

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• ITIL Foundation certification
• PMP or equivalent project management certification
• Additional service management certifications are an advantage