Service Delivery Manager

Service Delivery Manager

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