IT Service Delivery & ITSM Manager

About the Role

We are looking for an experienced Service Delivery, ITSM & Project Manager to oversee IT service delivery, IT service management processes, and technology projects. The role will ensure high-quality IT services, effective SLA/KPI management, strong governance, and successful delivery of IT projects and service transitions.

Key Responsibilities

• Manage end-to-end IT service delivery and ensure services meet agreed SLAs, KPIs, and business requirements.
• Manage ITSM processes including Incident, Problem, Change, Request, and Service Level Management.
• Lead major incident management, escalations, root-cause analysis, and service improvement initiatives.
• Plan, manage, and track IT projects from initiation through completion.
• Develop project plans, milestones, timelines, risks, issues, and dependencies.
• Coordinate service transition and takeover activities from project teams or vendors into IT operations.
• Ensure operational readiness, documentation, knowledge transfer, and support procedures are completed.
• Lead IT governance and service review meetings.
• Prepare service performance, project status, KPI, and management reports.
• Manage stakeholders, vendors, and third-party service providers.
• Identify opportunities for continuous improvement across IT services and processes.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field.
• 7+ years of experience in IT Service Management, IT Service Delivery, Project Management, or a related field.
• Strong experience managing IT services, projects, and service transitions.
• Strong knowledge of ITIL processes and ITSM frameworks.
• Experience managing SLAs, KPIs, incidents, problems, changes, risks, and escalations.
• Strong stakeholder and vendor management skills.
• Excellent communication, reporting, and presentation skills.

Preferred Qualifications

• ITIL 4 Foundation.
• ITIL 4 Managing Professional.
• PMP certification.
• PRINCE2 certification.
• COBIT Foundation certification.
• Experience in enterprise infrastructure and technology environments.