Description

Job Overview

We are seeking a skilled IT Service Delivery Manager to lead our IT service management operations and ensure high-quality support for end users. This role involves overseeing service delivery processes, managing stakeholder expectations, and driving a team to excel in supporting the organization’s technology needs. The successful candidate will implement IT service governance frameworks and act as the main escalation point for resolving operational issues and maintaining service levels.

Key Responsibilities

• Implement and drive IT service management frameworks in alignment with organizational goals and strategy.
• Lead ongoing service improvement initiatives by applying international IT standards and best practices.
• Maintain strong collaboration with various departments and enterprise IT teams to resolve service delivery challenges.
• Design and oversee development of IT service policies, SLAs, and operational procedures ensuring users receive consistent and reliable service.
• Establish service management controls aligned with COBIT best practices to ensure efficient IT operations.
• Coordinate IT procurement activities in partnership with the Supply Chain department, ensuring timely fulfillment of hardware and software requests.
• Manage and supervise all members of the IT Service Delivery team, fostering professional growth and excellence.
• Create and maintain educational materials such as knowledge bases, FAQs, and training guides to support end user adoption of IT services.
• Promote a customer-focused culture by encouraging professional communication and service delivery standards.
• Stay updated on industry trends and regulatory changes affecting IT service management and continuously update internal processes accordingly.
• Lead certification and compliance efforts related to IT service management standards.

Required Skills

• Certified expertise in IT service management practices, such as ITIL, COBIT, or ISO20000.
• Strong leadership abilities with effective people management experience.
• Excellent communication skills, both written and verbal.
• A commitment to mentoring junior staff and supporting team development.
• Exceptional customer service skills with a professional and approachable demeanor.

Qualifications and Experience

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.
• At least 8 years of relevant experience in IT service management or operational leadership roles within a similar industry.
• Proven track record in implementing ITIL and COBIT frameworks.

How to Apply

Interested candidates can apply by submitting their updated resume.