Service Delivery Manager

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related field.
• 10+ years of experience in IT service delivery, application support, IT operations, or related areas.
• Experience managing technical teams and enterprise IT services.
• Strong understanding of service management, SLAs, incident management, and operational processes.
• Experience with SAP or other enterprise systems is an advantage.
• Strong leadership, communication, stakeholder management, and problem-solving skills.
• Ability to manage multiple priorities and drive teams toward service excellence and continuous improvement.

Key Responsibilities:

• Oversee the end-to-end delivery of IT and application support services, ensuring stable, reliable, and responsive operations.
• Lead and manage technical teams, including task assignment, resource planning, progress monitoring, performance management, and regular feedback.
• Ensure services are delivered on time, within agreed standards, and in accordance with SLAs and business requirements.
• Monitor service performance, identify risks and issues, and drive continuous improvement initiatives.
• Coordinate with business stakeholders, technical teams, vendors, and other support functions to ensure effective service delivery.
• Manage escalations and ensure timely incident, problem, and service request resolution.
• Prepare and communicate service performance reports, operational updates, and key metrics to stakeholders.
• Promote best practices in IT operations, service management, governance, and quality assurance.