We are looking for a Service Delivery Manager to join our team. The ideal candidate will Own end-to-end service governance for the onsite operations service, ensuring service setup, shift coverage, SLA performance, reporting, and effective escalation management.
Key Responsibilities (Service Governance & Management)
- Manage service setup, governance, reporting, and escalation management for the operations service.
- Ensure adequate staffing and scheduling (baseline: 5 onsite shift resources) and continuity of 247/weekend coverage as per service window.
- Define/maintain operational cadence: daily/weekly service status, incident trends, and improvement actions.
- Oversee adherence to agreed runbooks/SOPs and ensure that all actions are documented in the agreed tool/logbook.
- Act as the primary escalation point for operational issues; coordinate with teams/vendors per escalation matrix until closure.
- Track service performance against agreed SLAs/KPIs and drive corrective/preventive actions when performance risks are identified.
- Lead/coordinate service review meetings and maintain records, decisions, and action tracking.
- Support continuous improvement initiatives (process, tools, monitoring tuning, handover quality, knowledge base).
- Ensure smooth shift handover governance (checklists, open incidents, alarms, planned tasks) and resolve recurring handover gaps.
Required Skills & Knowledge
- Bachelor's degree in IT/Engineering or equivalent experience.
- 3 - 5 years of proven experience in IT service delivery / managed services operations leadership.
- Strong knowledge of ITIL practices (incident management, escalation, reporting, continual improvement).
- Ability to manage distributed stakeholders (onsite operators, remote support teams, helpdesk/NOC, vendors).
- Experience with service reporting and governance forums (service reviews, action tracking, escalation handling).
- Excellent communication, stakeholder management, and problem-solving skills.
- ITIL Foundation (mandatory or strongly preferred); additional ITSM/Service Management certifications are a plus.
Performance Measures
- SLA/KPI achievement and trend improvement.
- Timeliness and quality of service reports and action follow-up closure rate.
- Effectiveness of escalation management and stakeholder satisfaction.
- Operational stability (reduced false alerts, improved incident recurrence through improvements).
