Service Delivery Manager

Service Delivery Manager

We seek an experienced Service Delivery Manager (SDM) to lead service governance, operational performance, stakeholder engagement, and continuous improvement initiatives across a large-scale IT Shared Services environment. The role serves as the primary interface between business stakeholders, internal IT teams, and external service providers, ensuring high-quality service delivery, SLA compliance, and operational excellence across multiple entities.

• Key Responsibilities:
• Lead end-to-end service governance and ensure compliance with IT service management standards, policies, and audit requirements.
• Monitor and manage SLA/KPI performance across incidents, service requests, and operational support activities.
• Prepare and present service dashboards, performance reports, and executive-level summaries.
• Act as the primary point of contact for business stakeholders and manage service review meetings.
• Drive issue resolution, escalation management, and stakeholder communications for critical incidents.
• Identify service improvement opportunities and implement initiatives focused on automation, efficiency, and service optimization.
• Coordinate with OEMs, vendors, and third-party service providers to ensure contractual commitments and service expectations are met.
• Provide leadership and direction to Helpdesk, Application Support, Infrastructure, and Operations teams.
• Foster collaboration across technical and business teams to deliver a seamless customer experience.

Required Skills & Expertise: Strong experience in IT Service Management (ITSM) and governance frameworks including ITIL and COBIT. Hands-on experience with ITSM platforms such as ServiceNow, Remedy, or equivalent tools. Strong stakeholder management, communication, and leadership capabilities. Experience managing SLA/KPI reporting, service performance monitoring, and operational governance. Proven track record in handling major incidents, escalations, and service improvement programs. Experience working within enterprise-scale and multi-vendor environments.

Qualifications: Bachelor's degree in information technology, Computer Science, or a related discipline. Minimum 16+ years of IT experience, including 3–5 years in a Service Delivery leadership role. Professional certifications such as ITIL v4 Managing Professional, PMP, PRINCE2, or COBIT are highly preferred. Experience supporting shared services or managed services environments is an advantage.