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.