Service Delivery Manager

 Job Description

Key Responsibilities:

• Service Strategy and Design:
  • Collaborate with stakeholders to define service strategy and design frameworks.
  • Develop service management processes and procedures aligned with ITIL best practices.
  • Ensure service offerings meet business requirements and align with organizational goals.
• Service Transition:
  • Manage the transition of new services and changes into operational environments.
  • Coordinate with project teams to ensure smooth service transitions and minimal disruption to users.
• Service Operation:
  • Oversee the daily operation of IT services, ensuring adherence to SLAs and KPIs.
  • Monitor service performance and implement corrective actions as necessary.
  • Lead incident, problem, and change management processes to minimize service downtime.
• Continuous Improvement:
  • Drive continuous service improvement initiatives based on performance analysis and customer feedback.
  • Implement automation and efficiency measures to optimize service delivery processes.
  • Foster a culture of innovation and service excellence within the service management team.
• Stakeholder Management:
  • Build strong relationships with key stakeholders, including internal teams and external vendors.
  • Communicate service performance, issues, and improvements effectively to stakeholders.
  • Act as a trusted advisor on service management matters, providing guidance and recommendations.
• Team Leadership:
  • Provide leadership and direction to the service management team.
  • Mentor and develop team members, fostering their professional growth and skills enhancement.
  • Promote a collaborative and inclusive team environment focused on achieving collective goals.

Requirements:

• Proven experience in a similar role within IT service management.
• In-depth knowledge of ITIL framework, with certification (ITIL Foundation, Practitioner, or Expert preferred).
• Strong understanding of service delivery methodologies, including Agile and DevOps.
• Excellent analytical and problem-solving abilities.
• Effective communication and interpersonal skills.
• Leadership capabilities with a track record of managing and motivating teams.
• Bachelor’s degree in Computer Science, Information Technology, or a related field (Master’s degree preferred).

Additional Information:

• This position may require occasional travel.
• Certification in relevant IT service management tools and technologies is a plus.