Service Delivery Manager

Service Delivery Manager ITSM (ServiceNow)

Position Overview

Service Delivery Manager (SDM)

resource management

Key Responsibilities

1. ServiceNow ITSM Platform Management

• Administer and optimize the

  ServiceNow ITSM

  environment for incident, request, change, and problem management.
• Drive automation, reporting, and process improvements within ServiceNow.
• Ensure proper categorization, prioritization, and workflow compliance of tickets.
• Maintain system health and ensure alignment with ITIL best practices.

2. SLA & Performance Management

• Monitor and manage SLA performance to maintain

  98%+ compliance

  on all incident and service request tickets.
• Develop real-time dashboards and reports to track SLA adherence, ticket trends, and backlog status.
• Conduct regular service review meetings to analyze KPIs and propose corrective actions.

3. Onsite Resource & Team Management

• Oversee

  onsite and remote service delivery teams

  , ensuring efficient allocation of workload.
• Handle

  resource scheduling, shift planning

  , and

  backfill management

  during absences or increased workloads.
• Mentor and coach team leads and engineers to uphold service quality and technical excellence.

4. Customer & Stakeholder Engagement

• Act as the primary escalation point for clients on service-related matters.
• Conduct regular

  service review meetings

  with customers to discuss performance, feedback, and improvement plans.
• Collaborate with internal departments (NOC, Security, Infrastructure) for seamless service delivery.

5. Knowledge & Asset Management

• Oversee

  Knowledge Base (KB)

  updates, ensuring that troubleshooting guides, SOPs, and FAQs are current and comprehensive.
• Implement and manage

  asset lifecycle processes

  including onboarding, tracking, and decommissioning.
• Ensure accuracy of

  CMDB (Configuration Management Database)

  and asset inventories.

6. Continuous Improvement & Governance

• Identify areas for process enhancement and drive continual service improvement (CSI) initiatives.
• Support audits, compliance checks, and governance reviews.
• Implement best practices in ITIL v4 service management processes.

Required Skills & Experience

• Bachelor’s degree

  in IT, Computer Science, or a related field.

• 5+ years of experience

  in IT Service Delivery, preferably in a managed services or MSP environment.

• Proven experience managing ServiceNow ITSM

  or similar platforms (e.g., BMC Remedy, Cherwell).
• Strong understanding of

  ITIL frameworks

  and service management processes.
• Demonstrated success in

  SLA management

  and

  customer satisfaction improvement

  .
• Experience in

  people management

  ,

  shift planning

  , and

  backfill coordination

  .
• Excellent

  communication, analytical, and problem-solving

  skills.