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. - 10+ years of experience in IT service delivery management. - Strong experience managing enterprise IT services against contractual SLAs and KPIs. - Solid knowledge of ITIL-based incident, problem, and change management. - Proven experience in escalation management, RCA, and service performance reporting. - Experience coordinating cross-functional technical teams and external vendors. - Strong stakeholder management, communication, and problem-solving skills. - Experience with ServiceNow, Jira Service Management, BMC Remedy, or similar tools. - Strong risk management and continuous service improvement capabilities. - Excellent English communication skills. ### 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.