IT Service Delivery & ITSM Manager

About the Role We are looking for an experienced Service Delivery, ITSM & Project Manager to oversee IT service delivery, IT service management processes, and technology projects. The role will ensure high-quality IT services, effective SLA/KPI management, strong governance, and successful delivery of IT projects and service transitions. Key Responsibilities • Manage end-to-end IT service delivery and ensure services meet agreed SLAs, KPIs, and business requirements. • Manage ITSM processes including Incident, Problem, Change, Request, and Service Level Management. • Lead major incident management, escalations, root-cause analysis, and service improvement initiatives. • Plan, manage, and track IT projects from initiation through completion. • Develop project plans, milestones, timelines, risks, issues, and dependencies. • Coordinate service transition and takeover activities from project teams or vendors into IT operations. • Ensure operational readiness, documentation, knowledge transfer, and support procedures are completed. • Lead IT governance and service review meetings. • Prepare service performance, project status, KPI, and management reports. • Manage stakeholders, vendors, and third-party service providers. • Identify opportunities for continuous improvement across IT services and processes. Qualifications • Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field. • 7+ years of experience in IT Service Management, IT Service Delivery, Project Management, or a related field. • Strong experience managing IT services, projects, and service transitions. • Strong knowledge of ITIL processes and ITSM frameworks. • Experience managing SLAs, KPIs, incidents, problems, changes, risks, and escalations. • Strong stakeholder and vendor management skills. • Excellent communication, reporting, and presentation skills. Preferred Qualifications • ITIL 4 Foundation. • ITIL 4 Managing Professional. • PMP certification. • PRINCE2 certification. • COBIT Foundation certification. • Experience in enterprise infrastructure and technology environments. Show more Show less

7+ years of experience in IT Service Management, IT Service Delivery, Project Management, or a related field. Strong knowledge of ITIL processes and ITSM frameworks. Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field.

Manage end-to-end IT service delivery and ensure services meet agreed SLAs, KPIs, and business requirements. Manage ITSM processes including Incident, Problem, Change, Request, and Service Level Management. Lead major incident management, escalations, root-cause analysis, and service improvement initiatives. Plan, manage, and track IT projects from initiation through completion. Develop project plans, milestones, timelines, risks, issues, and dependencies. Coordinate service transition and takeover activities from project teams or vendors into IT operations. Ensure operational readiness, documentation, knowledge transfer, and support procedures are completed. Lead IT governance and service review meetings. Prepare service performance, project status, KPI, and management reports. Manage stakeholders, vendors, and third-party service providers. Identify opportunities for continuous improvement across IT services and processes.