Service Delivery Manager

Key Responsibilities - Manage end-to-end delivery of IT managed services in accordance with contractual SLAs and KPIs. - Monitor service performance, availability, incident resolution, and customer satisfaction. - Manage incident, problem, and change management processes in an ITIL-aligned environment. - Handle escalations, root cause analysis (RCA), and corrective action plans. - Prepare monthly and quarterly service performance reports and SLA dashboards. - Conduct regular service review meetings with stakeholders. - Coordinate with technical teams and third-party vendors to ensure timely service delivery. - Manage risks, service issues, and continuous service improvement initiatives. - Coordinate change control approvals for system upgrades, patches, and service changes. - Maintain accurate service documentation and ensure compliance with agreed standards. Benefits ### Preferred Qualifications - Bachelor's degree in Computer Science, Information Technology, or a related field. - ITIL Foundation certification. - PMP or equivalent project management certification. - Additional service management certifications are an advantage.

Manage end-to-end delivery of IT managed services in accordance with contractual SLAs and KPIs. Monitor service performance, availability, incident resolution, and customer satisfaction. Manage incident, problem, and change management processes in an ITIL-aligned environment. Handle escalations, root cause analysis (RCA), and corrective action plans. Prepare monthly and quarterly service performance reports and SLA dashboards. Conduct regular service review meetings with stakeholders. Coordinate with technical teams and third-party vendors to ensure timely service delivery. Manage risks, service issues, and continuous service improvement initiatives. Coordinate change control approvals for system upgrades, patches, and service changes. Maintain accurate service documentation and ensure compliance with agreed standards.