IT Service Delivery Manager

An IT Service Delivery Manager plays a critical role in ensuring the efficient delivery of services to internal stakeholders, aligning service operations with business goals, and driving excellence in customer experience.

Requirements

• ITIL certified.
• Minimum of 5 years IT Service Management experience, incident, major incident, problem, change, release, knowledge, and asset management.
• Minimum of 5 years’ experience as a power user of ITSM tools such as ServiceNow/Jira.
• Minimum of 10 years of working in ITIL-based operations organizations.
• Strong demonstrated expertise in Service Operations (Service Advisories, Change Negotiation, Integration of ITSM tools for enhanced monitoring capabilities).
• Demonstrated experience optimizing and improving SLAs, incidents, change quality, asset quality.
• Experience developing, improving, automating service catalogues reducing manual work and wait times.
• Knowledge and implementation of ITSM frameworks such as ITIL.
• Excellent oral and written communication skills with the ability to communicate technical concepts to a technical and non-technical audience.
• Experience working directly with IT and business users.
• Exceptional Customer and End User Experience focus.
• Demonstrated experience optimizing and improving SLAs, incidents, change quality, asset quality.
• Desire to measure and continuously improve in all areas and facets; metrics & reporting mindset; ability to identify crucial KPI for the organization broadly and service based KPI as needed.
• Demonstrated ability to collaborate with solution owners across functions to establish functional playbooks for specific solution triage.
• Cross functional partnerships – identify, analyse, and develop partnerships through collaboration and facilitation.
• Customer Focus - develop and maintain customer relations with internal stakeholders.
• Excellent communication and interpersonal skills are essential to develop customer relationships and work directly with executive management.

Benefits

• Bonus eligibility
• Comprehensive benefits program