Service Delivery Manager

Job description

Required Skills Experience

Proven experience in IT service delivery or service management endpoint solutions

3 years of handon experience with SDM role

Ability to work effectively with people across different geographies time zones and cultures

Proven ability to lead motivate and develop multidisciplinary teams

Strong organizational and communication skills both written and verbal

Able to manage multiple priorities and concurrent projects in a structured and autonomous manner

Analytical mindset with the ability to resolve conflicts and make decisions under pressure

Comfortable working in fastpaced dynamic and international environments

Commitment to delivering highquality reliable and secure IT services

Ability to interpret and analyze service metrics and KPIs

Cybersecurity sensitivity and awareness

High integrity and professionalism

Role Summary The Service Delivery Manager drives daytoday operations management monitors service quality against KPIs and SLAs and delivers actionable reporting analytics and dashboards to ensure full visibility and continuous performance excellence across the Modern Workplace domain

Certifications Qualifications

Bachelors or Masters degree in Computer Science Information Technology or related field

ITIL certified

Fluency in English mandatory

Key Competencies

Proficiency inServiceNow SNOWfor incident problem change and CMDB management

Proficiency inPowerBIfor dashboarding reporting and service analytics

Proficiency inMicrosoft PowerPoint with the ability to design clear structured and visually impactful presentations tailored to both operational and executive audiences

Key Responsibilities

Operations Daily Activity Management

Coordinate daily operations including user provisioning deprovisioning access reviews and service requests lifecycle

Facilitate and oversee expert teams during incident and problem management processes

Manage escalations crises and exceptional situations with structured communication and resolution frameworks

Support process compliance CMDB accuracy documentation quality and overall service quality SLA adherence

Integrate new services into the operational landscape ensuring seamless onboarding and knowledge transfer

Reporting Analytics Dashboarding

Design maintain and evolve service performance dashboards usingPowerBI providing realtime visibility to operational and executive stakeholders

Track and report on service metrics through regular dashboards and executivelevel reports

Interpret and analyze service data to generate actionable insights anticipate risks and support decisionmaking

Prepare periodic performance reviews for internal and external stakeholders

Continuous Service Improvement

Identify and implement process improvements to optimize service delivery efficiency and enduser experience

Lead or contribute to CSI Continuous Service Improvement initiatives using ITIL frameworks and service data analysis

Facilitate training awareness sessions and communications on updated processes and tools for endusers and stakeholders

Compliancy Governance

Support internal and external audits by providing the necessary documentation and evidence

Ensure adherence to security data protection and compliance standards across all managed services

Maintain and enforce governance frameworks for service providers and internal teams

Skills

Mandatory Skills : SDM