Service Delivery Manager

Job Summary

We are looking for a seasoned Service Delivery Manager to oversee the reliable operation, maintenance, and ongoing enhancement of IT mission critical systems.

Mandatory Skill-set

• Degree in Information Technology, Information Systems or Computer Science;
• At least 8 years of relevant hands-on experience in service delivery, leadership experience and project management;
• Must have experience in IT System Operations & Maintenance (O&M);
• Must have hands-on knowledge and application of ITIL framework;
• Proven team leadership and stakeholder management skills;
• Experience in managing SLAs, vendors, and service performance;
• Strong problem-solving, proactive, self-driven mindset with strong ownership and accountability;
• Excellent organizational skills with a customer-focused and continuous improvement approach.

Desired Skill-set

• SCRUM, ITIL and PMP certifications are an added advantage.

Responsibilities

• Lead, coach, and develop a Level 1 & Level 2 support team, fostering a collaborative and performance-driven culture;
• Oversee daily IT system operations, ensuring compliance with security, safety, and operational standards;
• Plan and manage preventive maintenance, system changes, service requests, and corrective activities;
• Maintain accurate IT asset tracking, documentation, and audit-ready records;
• Manage third-party vendors and subcontractors, including contracts, performance reviews, and service delivery quality;
• Monitor SLAs and service performance, driving continuous improvement initiatives;
• Act as the primary customer and stakeholder contact, managing budgets, costs, and timely issue resolution.

Should you be interested in this career opportunity, please send in your updated resume to [Confidential Information] at the earliest.

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Confidentiality is assured, and only shortlisted candidates will be notified for interviews.

EA Licence No. 07C5639