IT Service Delivery Manager

Introduction
We are seeking a highly skilled IT Service Delivery Manager to oversee the delivery of IT services. The ideal candidate will be responsible for ensuring the seamless delivery of IT services meeting service level agreements (SLAs) and managing relationships with internal and external stakeholders. This role demands a strong leader with exceptional problem-solving skills and a deep understanding of IT service management (ITSM) practices. If you are ready to help our clients and project teams succeed we would love to meet you!

Your Role and Responsibilities
Service Delivery Management:

• Oversee the end-to-end delivery of IT services ensuring they align with business objectives and meet defined SLAs.
• Monitor and manage the performance of IT service delivery identifying areas for improvement and implementing corrective actions.
• Coordinate with technical leads to ensure the timely resolution of incidents problems service requests enhancements and minor work requests.

Stakeholder Management:

• Act as the primary point of contact for stakeholders regarding IT service delivery ensuring their needs and expectations are met.
• Maintain strong relationships with internal teams external vendors and clients to ensure effective communication and collaboration.
• Conduct regular service reviews with stakeholders to discuss performance upcoming changes and potential risks.

Continuous Improvement:

• Identify opportunities for continuous improvement in service delivery processes and implement best practices.
• Drive the adoption of ITSM tools and methodologies to enhance service delivery efficiency.
• Lead initiatives to improve service quality reduce costs and optimize resource utilization.

Team Leadership:

• Mentor a team of IT service delivery professionals providing guidance and support to ensure high performance.
• Foster a culture of excellence and accountability within the service delivery team.

Reporting and Analytics:

• Produce and analyze service delivery reports to monitor performance against SLAs and identify trends.
• Present insights and recommendations to senior management based on data analysis and service performance metrics
• Prepare financial management reports

Risk Management:

• Identify and mitigate risks related to IT service delivery ensuring continuity of services.
• Develop and maintain service continuity and disaster recovery plans.

Required Technical and Professional Expertise

• Proven experience as an IT Service Delivery Manager or in a similar role.
• Strong understanding of IT service management frameworks such as ITIL.
• Proven experience in driving initiatives in ITIL Processes DevOps Automation and AI
• Excellent leadership and team management skills.
• Exceptional communication and interpersonal abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills.

Preferred Technical and Professional Expertise

• Strong financial management skills
• Data driven ability to create and interpret complex reporting analytics