Service Delivery Manager

Job Description:

• 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).
• Min 5 years of experience, open to EP but priority to local.