Job Description
We are seeking an experienced Service Delivery Manager to oversee and drive the day-to-day delivery of IT services for assigned customer accounts. This role plays a critical leadership function in ensuring service stability, operational excellence, and continuous improvement across a multi-service IT environment.
You will act as the primary delivery owner, working closely with internal service teams and customer stakeholders to ensure contractual commitments are met, risks are managed proactively, and service quality continues to evolve in line with business needs.
Key Responsibilities
- Take overall ownership of operational service delivery for assigned customer accounts across multiple IT service domains
- Partner closely with internal service teams to coordinate end-to-end service delivery and operational activities
- Govern incident management processes, ensuring timely escalation, communication, and resolution in line with agreed procedures
- Lead post-incident activities including coordination of root cause analysis and corrective actions to prevent recurrence
- Monitor service performance against agreed service levels and ensure issues are prioritized and addressed appropriately
- Coordinate and oversee change activities to minimize service impact and operational risk
- Identify, drive, and implement service improvement initiatives to enhance customer experience and delivery efficiency
- Analyze workload trends and forecast resource demand to support effective capacity planning and delivery readiness
- Maintain accountability for service issues, prioritization of work requests, and resolution outcomes for assigned customers
- Collaborate with internal teams to introduce new or enhanced service offerings into existing customer environments
- Demonstrate strong leadership presence and act as a trusted delivery partner to both internal teams and customers
- Contribute input to customer technology planning discussions where required
- Produce service reports and trend analysis to support proactive decision-making and continuous improvement
- Work closely with technical teams to understand customer infrastructure environments and provide informed inputs to optimize service delivery
- Support delivery of services beyond routine operations where additional scope or value opportunities arise
Requirements
- Bachelor's Degree in Information Technology, Information Systems, Computer Science, Business IT, or an equivalent qualification
- Minimum 5 to 6 years of experience within IT outsourcing or managed services environments
- Strong background across IT operations, infrastructure delivery, and service coordination
- Sound understanding of IT service management principles and service delivery governance
- Demonstrated people management and stakeholder engagement capability
- Ability to operate confidently in complex, multi-stakeholder environments
- Strong communication, leadership, and problem-solving skills
Please send your detailed resume in MS Word format to [Confidential Information] with
- Education Level
- Working experiences
- Each employment background
- Reason for leaving each employment
- Last drawn salary
- Expected salary
- Date of availability
