Role Overview: The Service Delivery Manager oversees overall IT operations, ensuring the delivery of high-quality IT services and solutions. Responsible for managing teams, monitoring service performance, and maintaining alignment with client requirements and SLAs.
Key Responsibilities:
- Monitor and manage end-to-end IT operations, including networks, endpoints, applications, and ServiceNow platforms.
- Ensure SLA compliance and continuous improvement of IT services.
- Coordinate with project teams, clients, and stakeholders to deliver IT solutions on time and within scope.
- Oversee incident, problem, change, and request management processes.
- Prepare reports on service performance, operational metrics, and ongoing projects.
- Lead teams of developers, IT engineers, and analysts to ensure operational efficiency.
- Drive process improvements and best practices across IT operations.
Qualifications:
- 5+ years of experience in IT operations, service delivery, or IT project management.
- Strong knowledge of ITIL processes, network and endpoint management, and ServiceNow or other ITSM platforms.
- Excellent leadership, communication, and stakeholder management skills.
- Proven experience in monitoring IT service performance and implementing improvements.
- Bachelor's degree in Computer Science, Information Technology, or related field; certifications like ITIL, PMP, or similar are a plus.
