Information Technology Service Delivery Manager

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Department:

Reports To:

Employment Type:

Job Location -

Job Purpose:

The Lead – IT Service Delivery is responsible for ensuring the seamless delivery of IT services across the organization. This includes managing service operations, vendor relationships, SLAs, incident/problem/change management, and driving continuous improvement in service quality and efficiency.

Key Responsibilities:

• Service Management:

• Oversee daily IT service operations ensuring adherence to SLAs and KPIs.
• Lead Incident, Problem, Change, and Release Management processes.
• Act as the primary escalation point for service-related issues.

• Project & Program Delivery:

• Manage scope, timelines, and delivery of IT projects using Agile, Waterfall, or Hybrid methodologies.
• Collaborate with cross-functional teams to ensure successful implementation of IT solutions.

• Vendor & Stakeholder Management:

• Manage relationships with external IT service providers and vendors.
• Conduct regular service reviews and performance evaluations.
• Understand the business requirement and solution implementation.
• Technical assessments of end user application and hardware requirement.

• Process Improvement:

• Identify and implement opportunities for service optimization and automation.
• Maintain and improve the IT service catalogue and documentation.

• Compliance & Governance:

• Ensure IT services comply with internal policies and external regulations.
• Support audits and risk assessments related to IT service delivery.

• Team Leadership:

• Mentor and guide service delivery team members.
• Foster a culture of accountability, collaboration, and continuous learning.

Qualifications & Skills:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Certifications: ITIL (mandatory)
• 8+ years of experience in IT service delivery, with at least 3 years in a lead role.
• Strong understanding of IT infrastructure, enterprise applications, and service management tools.
• Excellent communication, stakeholder management, and problem-solving skills.

Preferred Experience:

• Working knowledge of platforms like Office 365 suite.
• Experience in managing hybrid environments (cloud and on-premise).