Service Delivery Manager – Process Excellence

We are seeking an experienced Service Delivery Manager Process Excellence & Continual Service Improvement to oversee end-to-end IT service delivery while driving structured process improvement and automation initiatives. This role combines service delivery ownership with a strong focus on process gap identification, ITIL-based service management, continual service improvement (CSI), and compliance with quality and service management standards.

The role operates across hybrid environments (on-premises, cloud, and data center) and works closely with operations, engineering, cloud, security, and leadership teams to ensure services are reliable, efficient, compliant, and continually improving.

Key Responsibilities

1. Service Delivery Management

Own end-to-end delivery of IT services across infrastructure and cloud environments.

Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.

Lead incident, problem, change, and service request management in line with ITIL best practices.

Act as the primary escalation point for service delivery issues and client concerns.

Conduct regular service reviews, performance reporting, and stakeholder updates.

Oversee resource and capacity management to meet current and forecasted demand.

2. Process Gap Identification & Optimization

Identify process gaps, inefficiencies, and control weaknesses across IT service operations.

Perform root cause analysis (RCA) on recurring incidents and service failures.

Benchmark existing processes against ITIL, ISO 9001, and ISO/IEC 20000 standards.

Recommend and prioritize process improvement initiatives based on impact and risk.

3. Process Mapping & Documentation

Develop and maintain AS-IS and TO-BE process maps for IT service management processes.

Define process workflows, RACI models, controls, KPIs, and handover points.

Maintain SOPs, runbooks, work instructions, and governance documentation.

Ensure documentation supports audit readiness and operational consistency.

4. Continual Service Improvement (CSI)

Drive Continual Service Improvement (CSI) initiatives aligned with ITIL principles.

Apply Six Sigma / Lean (DMAIC) methodologies to improve efficiency, quality, and reliability.

Track improvement actions, benefits realization, and measurable outcomes.

Embed a culture of continuous improvement across service delivery teams.

5. Automation & Service Enablement

Identify opportunities to automate manual or repetitive service delivery processes.

Work with ITSM tools, workflow platforms, and reporting solutions to enable automation.

Support creation of dashboards and metrics for service performance and process health.

Improve service efficiency through tooling optimization and data-driven insights.

6. Governance, Risk & Compliance

Ensure service delivery and processes comply with:

o ISO 9001 (Quality Management Systems)

o ISO/IEC 20000 (IT Service Management)

Support internal audits, external audits, and compliance assessments.

Identify service risks and implement mitigation and control measures.

Collaborate with security teams to ensure alignment with cybersecurity and regulatory requirements.

Have knowledge of Government IM8 Security standard and policy practice

7. Stakeholder & Client Management

Act as the single point of contact for clients and internal stakeholders on service matters.

Translate technical and operational issues into business-focused insights.

Partner with leadership to align service delivery and improvement initiatives with business objectives.

Requirements

Experience

8+ years in IT service delivery, service management, or operations roles.

Proven experience managing services in hybrid infrastructure environments (cloud, on-prem, data center).

Demonstrated experience in process improvement, CSI, and ITIL implementation.

ITSM, Quality & Improvement Knowledge

Strong practical knowledge of ITIL practices:

o Incident, Problem, Change

o Service Request

o Continual Service Improvement

Working knowledge of Six Sigma / Lean methodologies (DMAIC).

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

Technical & Tooling Knowledge

Good understanding of cloud and infrastructure environments (AWS, Azure, VMware, Hyper-V, etc.).

Familiarity with ITSM tools, automation workflows, and monitoring/reporting dashboards.

Ability to translate service and process requirements into tooling and automation use cases.

Certifications

Mandatory

ITIL Foundation Certification

Preferred / Good to Have

ITIL Intermediate / Managing Professional

Six Sigma Yellow or Green Belt

ISO 9001 Internal Auditor / Practitioner

ISO/IEC 20000 Foundation or Practitioner

Key Competencies

Service Delivery Excellence

Process Analysis & Optimization

Continual Service Improvement (CSI)

Quality, Governance & Compliance

Automation & Operational Efficiency

Stakeholder & Client Management