Service Delivery Manager

Job Duties:

• Own and manage end-to-end IT service delivery across hybrid infrastructure environments, ensuring high availability and service reliability.

• Ensure consistent achievement of SLAs, KPIs, OLAs, and contractual commitments through proactive monitoring and governance.

• Lead ITIL-aligned Incident, Problem, Change, and Service Request Management processes, serving as the primary escalation point when required.

• Conduct regular service performance reviews, reporting, and stakeholder communications to drive transparency and accountability.

• Identify operational process gaps, inefficiencies, and control weaknesses through data analysis and root cause investigations.

• Perform process benchmarking against ITIL, ISO 9001, and ISO/IEC 20000 standards, recommending prioritized improvement initiatives.

• Develop and maintain AS-IS and TO-BE process maps, SOPs, runbooks, workflows, and governance documentation to ensure audit readiness.

• Drive Continual Service Improvement (CSI) initiatives using ITIL and Lean / Six Sigma (DMAIC) methodologies, tracking measurable outcomes.

• Identify and implement automation opportunities using ITSM tools, workflows, dashboards, and reporting solutions to improve efficiency.

• Ensure service delivery compliance with quality, governance, and security standards (including ISO frameworks and Government IM8), supporting audits and risk mitigation activities.

Job Requirements:

• Minimum 8 years of experience in IT service delivery, service management, or IT operations roles.

• Proven experience managing services in hybrid environments (cloud, on-premises, and data centers).

• Strong hands-on experience with ITIL practices, including Incident, Problem, Change, Service Request, and CSI.

• Demonstrated capability in process improvement, gap analysis, and continual service improvement initiatives.

• Working knowledge of Lean / Six Sigma (DMAIC) methodologies for operational efficiency and quality improvement.

• Experience aligning IT service processes with ISO 9001 and ISO/IEC 20000 standards.

• Good understanding of infrastructure and cloud technologies (e.g., AWS, Azure, VMware, Hyper-V).

• Familiarity with ITSM tools, automation workflows, monitoring platforms, and service performance dashboards.

• Strong stakeholder management skills with the ability to translate technical issues into business-focused insights.

• ITIL Foundation certification is mandatory willingness to support shift-based or operational support requirements when needed.

To Apply, please kindly email your updated resume to

Regret to inform that only shortlisted candidates will be notified.

CEI: R25127749

EA License: 14C7275