Senior Service Delivery Manager

As a IT Service Manager, you’ll be the key bridge between our clients and internal technical teams. You will lead the delivery of high-quality IT and cybersecurity services, ensure performance and compliance with SLAs, and continuously improve service efficiency.

Your responsibilities include:

• Build strong relationships with clients to understand their evolving needs.
• Lead and manage end-to-end IT service delivery across multiple accounts.
• Monitor SLAs, KPIs, and drive service performance to meet or exceed expectations.
• Handle escalations, service reviews, and incident resolution effectively.
• Work cross-functionally with engineering, cybersecurity, and operations teams to deliver seamless support.
• Oversee service onboarding, transitions, and change management processes.
• Identify and implement process improvements to enhance service reliability and customer satisfaction.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 5–8 years of experience in IT Service Delivery or Operations Management.
• Strong understanding of ITIL best practices; ITIL Foundation (v4) certification preferred.
• Prior experience in managed services or security-focused environments is an advantage.
• Excellent stakeholder management, communication, and incident resolution skills.
• Familiarity with ITSM tools such as ServiceNow, Jira, or BMC Remedy.
• Experienced in working with IM8 and GovTech standards.

Bonus if you have:

• PMP, PRINCE2, or equivalent project management certification.
• Experience working with public sector or regulated environments.
• Exposure to cybersecurity tools and frameworks (e.g., SIEM, SOC operations).

Those interested, kindly apply at the link directly or send your CV at [email protected] to have a confidential chat.