The IT Service Delivery Manager (ITSDM) is responsible for ensuring the efficient and effective delivery of IT
services to meet business needs. This role oversees service management processes, ensures high customer
satisfaction, and aligns IT service delivery with organizational goals. The ITSDM works closely with internal
teams, vendors, and stakeholders to drive service excellence, optimize performance, and improve IT operations.
Role and Responsibilities
Service Delivery & IT Operations Management:
- Oversee the end-to-end delivery of IT services, ensuring SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met.
- Manage IT support teams (Service Desk, Infrastructure, Applications, etc.) to deliver high-quality technical support and services.
- Develop, implement, and maintain ITIL-based service management processes (Incident, Problem, Change, and Release Management)
- Monitor IT service performance and implement continuous improvement initiatives.
Stakeholder
- Act as the primary point of contact for business units regarding IT services and escalations.
- Work closely with internal and external teams to ensure seamless service integration.
IT Service Continuity & Security Compliance:
- Ensure compliance with IT security policies, data protection regulations, and industry best practices.
- Conduct risk assessments and proactively mitigate IT service risks.
Strategic Planning & Process Improvement:
- Identify opportunities for automation, process optimization, and cost reduction within IT operations.
- Align IT services with business objectives by working closely with leadership and IT teams.
- Lead IT projects related to service delivery enhancements and digital transformation
Performance Monitoring & Reporting:
- Track and report on IT service performance metrics, incident trends, and root cause analyses.
- Provide regular reports and insights to senior management on IT service performance.
- Ensure end-user satisfaction by conducting surveys and feedback assessments.
Leadership & Team Management:
- Lead, mentor, and develop IT service teams to enhance technical and customer service skills.
- Drive a culture of service excellence and continuous improvement within the IT department.
- Conduct training programs to enhance IT service management knowledge across teams.
Requirements
Bachelor’s degree in IT, Computer Science, or related field (Master’s preferred).
∙15+ years of experience in IT Service Management, IT Operations, or a similar role.
∙Cloud native skills
∙Strong understanding of ITIL frameworks, ITSM tools (e.g., ServiceNow, BMC Remedy), and IT
governance best practices.
∙Experience in managing IT support teams and vendors in a multi-cloud or hybrid IT environment.
∙Excellent problem-solving, analytical, and decision-making skills.
∙Strong leadership, communication, and stakeholder management abilities.
∙Experience with incident management, change management, and IT project management.
Preferred Qualifications:
∙Knowledge of cybersecurity, compliance frameworks, and disaster recovery planning.