Service Delivery Manager

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

Requirements

. 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)

Licence no: 12C6060