Senior Service Delivery Manager

Service Delivery Manager (SDM)

Responsible for the stable, secure, and reliable operation of the system after go-live. Leads the L1, L2, and L3 support teams and coordinates with the customer and vendors to ensure issues are resolved within agreed SLAs and the system stays available and up to date.

Key Responsibilities

Oversee L1, L2, and L3 support, ensuring incidents and service requests are triaged, resolved, or escalated within SLA

Manage the service desk, including ticket quality, escalation paths, and shift coverage

Manage problem management and root cause analysis to prevent recurring issues

Coordinate corrective, preventive, and adaptive maintenance, including patching and upgrades

Plan and control changes and releases, including emergency fixes and maintenance windows

Monitor system health, availability, and performance, and act on alerts and trends

Lead major incident response, communication, and post-incident reviews

Manage vendors and third-party support against contractual SLAs

Maintain runbooks, knowledge base, and operational documentation to enable L1 resolution and reduce escalations

Ensure security and compliance, including vulnerability remediation and audit readiness

Report on support performance and maintenance activities in regular service reviews

Track support budgets, licences, and renewals, and manage the service risk register

Qualifications

Bachelor's degree in IT, Computer Science, Engineering, or a related field (or equivalent experience)

5-8 years in application or infrastructure support and maintenance, including 2+ years in a lead or managerial role

Experience managing multi-tier support (L1 to L3) for production systems under SLA

Strong incident, problem, and change management background

Experience coordinating vendors and handling customer escalations

ITIL 4 Foundation; PMP, PRINCE2, or cloud certifications such as AWS or Azure (preferred)

Skills

Strong ITSM knowledge and tools (e.g. ServiceNow, JIRA Service Management)

Working knowledge of cloud, infrastructure, monitoring, and application support

Familiarity with patching, vulnerability management, and DevSecOps practices

Team leadership, including shift planning and capability development across support tiers

Clear communication, stakeholder management, and calm decision-making under pressure