Service Delivery Manager - IT Managed Services

About the role

This role manages the end-to-end delivery of IT managed services in line with contractual SLAs and KPIs. It covers service performance monitoring, incident and change management, stakeholder coordination and continuous service improvement.

Key responsibilities

• Manage end-to-end delivery of IT managed services according to contractual SLAs and KPIs
• Monitor service performance, availability, incident resolution and customer satisfaction
• Handle incident, problem and change management in an ITIL-aligned environment
• Manage escalations, root cause analysis (RCA) and corrective action plans
• Prepare monthly and quarterly service performance reports and SLA dashboards
• Run regular service review meetings with stakeholders
• Coordinate with technical teams and third-party vendors for timely delivery
• Manage risks, service issues and continuous service improvement initiatives
• Coordinate change control approvals for upgrades, patches and service changes
• Maintain accurate service documentation and ensure compliance with agreed standards

Required profile

• 10+ years of experience in IT service delivery management
• Strong experience managing enterprise IT services against contractual SLAs and KPIs
• Proven experience in escalation management, RCA and service performance reporting
• Experience coordinating cross-functional technical teams and external vendors
• Strong stakeholder management, communication and problem-solving skills
• Excellent English communication skills

Required skills

• Solid knowledge of ITIL-based incident, problem and change management
• Experience with ServiceNow, Jira Service Management, BMC Remedy or similar tools
• Risk management and continuous service improvement capabilities

Preferred qualifications: a Bachelor's degree in Computer Science, Information Technology or a related field; ITIL Foundation certification; PMP or equivalent project management certification; additional service management certifications are an advantage.