IT Service Delivery Manager

About the role

The IT Service Delivery Manager ensures efficient delivery of IT services, enterprise system support, and operational technology initiatives. The role maintains service quality, improves performance, and provides seamless support for business‑critical systems and infrastructure.

Key responsibilities

• Oversee day‑to‑day IT service operations and support functions.
• Ensure delivery of high‑quality IT services aligned with business expectations.
• Monitor system availability, incident response, and service performance metrics.
• Lead problem management and root‑cause analysis initiatives.
• Drive service improvement programs and operational efficiency initiatives.
• Maintain stability and supportability of enterprise applications and platforms.
• Coordinate with infrastructure, security, and development teams for issue resolution.
• Manage change requests, deployments, and release activities.
• Support capacity planning, performance monitoring, and business continuity efforts.
• Serve as primary point of contact for IT operational concerns.
• Manage external service providers and ensure SLA compliance.
• Prepare operational reports and service reviews for management stakeholders.
• Identify opportunities for automation and process optimisation.
• Implement ITIL best practices across service operations.
• Support digital transformation and modernisation initiatives.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• 5+ years of experience in IT operations, service delivery or applications support.
• Strong knowledge of ITIL processes, incident management and service operations.
• Experience supporting enterprise systems and cloud environments.
• Excellent communication and stakeholder management skills.

Required skills

• ITIL framework and processes.