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.

• 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.

### 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.