Information Technology Service Delivery Manager

We are seeking a proactive and experienced IT Service Manager to lead our technical service delivery operations. This role is ideal for a strategic thinker with a strong background in IT service management, client engagement, and team leadership. The Service Manager will ensure high-quality service delivery, drive operational efficiency, and maintain strong relationships with clients and internal teams.

Responsibilities

• Oversee daily operations of the service delivery team, ensuring timely and effective resolution of client issues.
• Manage service desk performance, ticketing systems, and escalation procedures.
• Collaborate with clients to understand business needs and align IT services accordingly.
• Monitor SLAs, KPIs, and customer satisfaction metrics to ensure service excellence.
• Lead and mentor technical staff, fostering a culture of accountability and continuous improvement.
• Coordinate with project managers and technical leads to support onboarding and implementation of new services.
• Identify opportunities for process optimization and automation.
• Ensure compliance with ITIL standards and company policies.
  
  

Qualifications

• Proven experience in IT service management or technical operations leadership.
• Strong understanding of service desk tools, ticketing systems, and performance metrics.
• Excellent communication and interpersonal skills for client and team interactions.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with ITIL framework and best practices.
• Leadership and team-building capabilities.
• Strategic thinking and problem-solving mindset.
• High level of professionalism and customer service orientation.
  
  

Preferred Qualifications

• Bachelor’s degree in Information Technology, Business, or related field.
• ITIL certification (Foundation or higher).
• Experience working in a managed services or MSP environment.