Service Delivery Manager

Job Description

We are seeking a skilled and experienced Service Delivery Manager to oversee the delivery of IT services while maintaining exceptional service levels and ensuring customer satisfaction. The ideal candidate will have a strong background in service delivery frameworks, technical expertise, and leadership skills to manage cross-functional teams and provide innovative solutions in alignment with business objectives. Responsibilities Take a proactive role in recommending tools, technologies, and approaches to optimize service management practices Perform service delivery monitoring tasks, ensuring records are maintained and aligned with service level agreements Analyze service records to uncover actions needed to sustain or enhance service levels, initiating necessary measures as required Monitor service performance metrics while ensuring capacity aligns with customer demand and expectations Drive and lead operational Service Review meetings with customer stakeholders Organize and manage staffing to align resources with delivery needs and objectives Ensure service delivery aligns with financial targets, contributing to P&L optimization Play an active role in presales activities, including estimations, operating model development, and documentation Share delivery management and service best practices across teams to foster continuous improvement Oversee delivery governance to handle complex issues and maintain high operating model and service quality standards Ensure service delivery is comprehensively monitored and improvement measures are implemented Negotiate and resolve major disruptions or amendments to service provisions with relevant parties Develop and implement succession plans for projects under management Maintain and update the service catalogue and negotiate service level requirements with customers Requirements 16–18 years of relevant work experience in IT service delivery and project management Expertise in change management (ITSM), governance, risk & compliance, and incident management (ITSM) Proficiency in Information Technology Infrastructure Library, Jira, and Scrum frameworks and tools Strong skills in communication, organization, interpersonal relations, and leadership Background in remote work and management of distributed teams Fluency in English at a B2+ proficiency level Nice to have Familiarity with advanced ITSM tools for scaling and automating delivery processes efficiently Capability to drive innovation using cutting-edge industry trends to enhance service outcomes Exposure to diverse industries for a broad understanding of varied operational needs Show more Show less