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We are seeking an experienced Service Delivery Manager to lead end-to-end IT service delivery and operations in a global enterprise environment. This role requires strong expertise in IT service management, stakeholder engagement, and managed services, with a focus on delivering high-quality outcomes in a fast-paced setting.
Key Responsibilities
Oversee end-to-end IT service delivery and operations aligned with ITSM processes and SLA commitments
Drive service performance, continuous improvement initiatives, and operational excellence
Collaborate with cross-functional and global teams to ensure seamless service delivery
Act as the primary point of contact for stakeholders, providing updates, reporting, and insights
Lead incident, problem, and change management in alignment with ITIL practices
Establish governance frameworks, reporting, and analytics using tools like ServiceNow, Jira, and Excel
Support project delivery and transition into managed services operations
Coordinate effectively between offshore and onshore teams
Required Qualifications
10+ years of experience in IT service delivery and operations
ITIL v4 Certification (mandatory)
Strong understanding of ITSM processes and SLA management
Proven experience in managed services and service/project delivery
Hands-on experience with ServiceNow and Jira
Solid knowledge of infrastructure operations (Active Directory, Okta, cloud-based applications)
Advanced Excel skills for reporting and analytics
Strong analytical, problem-solving, and decision-making abilities
Excellent communication and stakeholder management skills
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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