Description and Requirements
Job Description
Service Delivery Manager - Process Excellence & Continual Service Improvement
Role Overview
We are seeking an experienced Service Delivery Manager - Process Excellence & Continual Service Improvement to oversee end-to-end IT service delivery while driving structured process improvement and automation initiatives. This role combines service delivery ownership with a strong focus on process gap identification, ITIL-based service management, continual service improvement (CSI), and compliance with quality and service management standards.
The role operates across hybrid environments (on-premises, cloud, and data center) and works closely with operations, engineering, cloud, security, and leadership teams to ensure services are reliable, efficient, compliant, and continually improving.
Key Responsibilities
1. Service Delivery Management
- Own end-to-end delivery of IT services across infrastructure and cloud environments.
- Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
- Lead incident, problem, change, and service request management in line with ITIL best practices.
- Act as the primary escalation point for service delivery issues and client concerns.
- Conduct regular service reviews, performance reporting, and stakeholder updates.
- Oversee resource and capacity management to meet current and forecasted demand.
2. Process Gap Identification & Optimization
- Identify process gaps, inefficiencies, and control weaknesses across IT service operations.
- Perform root cause analysis (RCA) on recurring incidents and service failures.
- Benchmark existing processes against ITIL, ISO 9001, and ISO/IEC 20000 standards.
- Recommend and prioritize process improvement initiatives based on impact and risk.
3. Process Mapping & Documentation
- Develop and maintain AS-IS and TO-BE process maps for IT service management processes.
- Define process workflows, RACI models, controls, KPIs, and handover points.
- Maintain SOPs, runbooks, work instructions, and governance documentation.
- Ensure documentation supports audit readiness and operational consistency.
4. Continual Service Improvement (CSI)
- Drive Continual Service Improvement (CSI) initiatives aligned with ITIL principles.
- Apply Six Sigma / Lean (DMAIC) methodologies to improve efficiency, quality, and reliability.
- Track improvement actions, benefits realization, and measurable outcomes.
- Embed a culture of continuous improvement across service delivery teams.
5. Automation & Service Enablement
- Identify opportunities to automate manual or repetitive service delivery processes.
- Work with ITSM tools, workflow platforms, and reporting solutions to enable automation.
- Support creation of dashboards and metrics for service performance and process health.
- Improve service efficiency through tooling optimization and data-driven insights.
6. Governance, Risk & Compliance
- Ensure service delivery and processes comply with:
- ISO 9001 (Quality Management Systems)
- ISO/IEC 20000 (IT Service Management)
- Support internal audits, external audits, and compliance assessments.
- Identify service risks and implement mitigation and control measures.
- Collaborate with security teams to ensure alignment with cybersecurity and regulatory requirements.
- Have knowledge of Government IM8 Security standard and policy practice
7. Stakeholder & Client Management
- Act as the single point of contact for clients and internal stakeholders on service matters.
- Translate technical and operational issues into business-focused insights.
- Partner with leadership to align service delivery and improvement initiatives with business objectives.
Required Skills & Experience
Experience
- 8+ years in IT service delivery, service management, or operations roles.
- Proven experience managing services in hybrid infrastructure environments (cloud, on-prem, data center).
- Demonstrated experience in process improvement, CSI, and ITIL implementation.
ITSM, Quality & Improvement Knowledge
- Strong practical knowledge of ITIL practices:
- Incident, Problem, Change
- Service Request
- Continual Service Improvement
- Working knowledge of Six Sigma / Lean methodologies (DMAIC).
- Experience aligning IT processes with ISO 9001 and ISO/IEC 20000 standards.
Technical & Tooling Knowledge
- Good understanding of cloud and infrastructure environments (AWS, Azure, VMware, Hyper-V, etc.).
- Familiarity with ITSM tools, automation workflows, and monitoring/reporting dashboards.
- Ability to translate service and process requirements into tooling and automation use cases.
Certifications
Mandatory
- ITIL Foundation Certification
Preferred / Good to Have
- ITIL Intermediate / Managing Professional
- Six Sigma Yellow or Green Belt
- ISO 9001 Internal Auditor / Practitioner
- ISO/IEC 20000 Foundation or Practitioner
Key Competencies
- Service Delivery Excellence
- Process Analysis & Optimization
- Continual Service Improvement (CSI)
- Quality, Governance & Compliance
- Automation & Operational Efficiency
- Stakeholder & Client Management
