Information Technology Service Delivery Manager

About the role

We are looking for an experienced Service Delivery Manager to lead the end‑to‑end delivery of IT services across multiple support functions. The role ensures high service quality, operational excellence, and strong customer satisfaction while maintaining compliance with SLAs and ITIL best practices.

Key responsibilities

• Manage end‑to‑end IT service delivery, monitor performance against SLAs and KPIs, and drive continuous improvement.
• Establish and maintain IT service governance frameworks, conduct regular service reviews, and manage service risks.
• Define, monitor, and report on Service Level Agreements and Key Performance Indicators.
• Act as primary contact for customers and stakeholders, handling escalations and communicating service updates.
• Oversee Incident, Problem, Change, and Request Management processes, including major incident coordination and root‑cause analysis.
• Prepare weekly and monthly service reports, develop executive dashboards, and present metrics to senior management.
• Coordinate with internal teams and third‑party vendors, monitoring vendor performance against contractual obligations.
• Identify and implement service quality improvements and support IT transformation initiatives.

Required profile

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, Engineering, Business Administration or related field.
• Proven experience managing enterprise‑scale IT service delivery in a large organization.
• Strong leadership, stakeholder management, and customer relationship skills.
• Deep knowledge of ITIL service management and best practices.

Required skills

• ITIL service management
• SLA definition and monitoring
• Incident, Problem, Change, and Request Management
• Service performance reporting and KPI tracking
• Vendor management and coordination
• Root Cause Analysis (RCA)
• Service governance and risk mitigation