Senior Service Delivery Manager

Senior Service Delivery Manager

Responsibilities

• Suggest technologies, tools, and approaches to advocate industry best practices in service management
• Monitor service delivery performance against service level agreements and maintain records of relevant metrics
• Liaise with managers and customers to ensure service level agreements are met and team capacity aligns with demand
• Analyze service records to identify actions required to maintain or enhance levels of service and report these actions
• Conduct operational Service Review meetings with customer stakeholders to drive service improvements
• Manage staffing, ensuring suitable personnel for successful service delivery
• Maintain awareness of P&L optimization and contribute to its improvement
• Support presales efforts, including estimations and reviews of the operating model and documentation
• Share best practices, processes, and delivery management expertise within the organization
• Govern stakeholder delivery to resolve complex issues and maintain top-quality operating models and service management practices
• Ensure effective monitoring of service delivery, implementing actions to improve when necessary
• Establish, review, and maintain operational methods, procedures, and tools for continuous efficiency improvements
• Negotiate resolutions for disruptions or significant amendments to services with relevant parties
• Develop and execute succession plans for projects under your account
• Create and maintain a catalogue of services, negotiate service level requirements, and address service delivery problems as they arise
  

Requirements

• 18+ years of relevant experience in service delivery
• Strong expertise in ITSM, governance, risk & compliance, incident management, Information Technology Infrastructure Library, Jira, and Scrum
• Excellent project management skills with proven experience managing complex service delivery operations
• Proficiency in communication, organization, interpersonal, and leadership skills
• B2+ English proficiency level to support effective customer and internal interactions
• Background in remote work environments is highly preferred