Service Delivery Manager IT Operations

Service Delivery Manager – IT Operations

Role Overview

We are seeking an experienced Service Delivery Manager to lead end-to-end IT service delivery and operations in a global enterprise environment. This role requires strong expertise in IT service management, stakeholder engagement, and managed services, with a focus on delivering high-quality outcomes in a fast-paced setting.

Key Responsibilities

• Oversee end-to-end IT service delivery and operations aligned with ITSM processes and SLA commitments
• Drive service performance, continuous improvement initiatives, and operational excellence
• Collaborate with cross-functional and global teams to ensure seamless service delivery
• Act as the primary point of contact for stakeholders, providing updates, reporting, and insights
• Lead incident, problem, and change management in alignment with ITIL practices
• Establish governance frameworks, reporting, and analytics using tools like ServiceNow, Jira, and Excel
• Support project delivery and transition into managed services operations
• Coordinate effectively between offshore and onshore teams
  
  

Required Qualifications

• 10 years of experience in IT service delivery and operations
• ITIL v4 Certification (mandatory)
• Strong understanding of ITSM processes and SLA management
• Proven experience in managed services and service/project delivery
• Hands-on experience with ServiceNow and Jira
• Solid knowledge of infrastructure operations (Active Directory, Okta, cloud-based applications)
• Advanced Excel skills for reporting and analytics
• Strong analytical, problem-solving, and decision-making abilities
• Excellent communication and stakeholder management skills