IT Service Delivery Manager
4 days ago
Job Overview
We are seeking a highly skilled Senior Service Delivery Manager to join our team at Computer Network Systems. As a key member of our organization, you will be responsible for ensuring high-quality IT managed services delivery to clients while maintaining SLAs, improving operational efficiency, and driving customer satisfaction.
Key Responsibilities
Service Delivery Management & Operations- Oversee end-to-end IT managed services delivery, ensuring compliance with SLAs and KPIs.
- Lead service teams in managing incidents, requests, problem resolution, and change management.
- Continuously optimize IT operations by implementing ITIL best practices and automation.
- Maintain high availability of critical IT infrastructure, applications, and cloud environments.
- Ensure proactive monitoring, reporting, and service reviews to minimize downtime.
- Act as the primary point of contact for clients, ensuring expectations are met or exceeded.
- Conduct regular client meetings, QBRs (Quarterly Business Reviews), and service improvement discussions.
- Address escalations, resolve service-related issues, and manage crisis situations effectively.
- Work closely with internal teams (network, security, cloud, DevOps) to deliver seamless service.
- Implement and enforce ITIL best practices for service delivery, incident, problem, and change management.
- Develop and maintain service catalogs, SLAs, and operational procedures.
- Drive service improvement initiatives using ITSM platforms like ServiceNow, BMC Remedy, or Manage Engine.
- Manage service budgets, cost optimization, and resource allocation.
- Drive service revenue growth and profitability by identifying upsell opportunities.
- Track key performance indicators (KPIs) and service efficiency metrics.
- Lead and mentor a team of service desk engineers, technical support staff, and service managers.
- Conduct performance reviews, training programs, and succession planning.
- Manage third-party vendors and service providers to ensure contractual adherence.
- Ensure IT services comply with industry regulations (ISO 27001, GDPR, NIST).
- Enforce security best practices, incident response, and data protection policies.
- Mitigate risks by conducting regular service audits and assessments.
Qualifications
Minimum Qualifications:
- Bachelor's in computer science, or a related field.
- ITIL v4, PMP, PRINCE2 Certified.
- 8+ years in IT service delivery, with 5+ years in a managerial role.
- ITSM platforms (ServiceNow, BMC Remedy, Freshservice).
- Networking, cybersecurity, and IT infrastructure.
- DevOps and automation tools (Ansible, Terraform, Kubernetes).
Desired Qualifications:
- Master's degree in IT.
- 10+ years in IT service delivery, with 5+ years in a managerial role.
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