Service Delivery Manager

YOUR ROLE

The IT Service Delivery Manager is responsible for ensuring that IT services are delivered to the business effectively, reliably, and in line with agreed service levels. This role acts as the primary point of accountability for service performance, coordinating across infrastructure, applications, vendors, and support teams to maintain high availability and customer satisfaction.

The Service Delivery Manager oversees incident, problem, change, and escalation management, ensuring issues are resolved promptly and root causes are addressed. They drive continuous service improvement by monitoring KPIs and SLAs, reducing technical debt and operational risk, and optimizing costs and processes. The role also involves stakeholder communication, managing expectations, and providing regular service reporting.

In addition, the IT Service Delivery Manager ensures compliance with governance, security, and regulatory requirements, supports peak periods and change freezes, and leads service readiness for new initiatives or transitions. Overall, the role bridges business needs and IT operations to deliver stable, high-performing, and cost-effective IT services.

WHAT ARE YOU GOING TO DO?

End-to-End Service Ownership

• Accountable for the availability, stability, and performance of IT services across infrastructure and applications.

Service Level Management

• ·Ensure SLAs and OLAs are consistently met; monitor KPIs and drive corrective actions when targets are at risk.

Major Incident & Escalation Management

• Lead major incidents, act as the escalation point, and ensure timely resolution with clear stakeholder communication.

ITIL Process Governance

• Oversee Incident, Problem, Change, and Service Request Management to ensure operational discipline and compliance.

Stakeholder Management

• Serve as the key interface between IT and the business, managing expectations and aligning services to business needs.

Continuous Service Improvement

• Identify improvement opportunities to reduce incidents, technical debt, risk, and operational cost.

Risk, Compliance & Security

• Ensure services comply with security, cyber, audit, and regulatory requirements.

Change & Release Oversight

• Govern change planning, risk assessment, and service readiness, especially during peak periods and change freezes.

Service Reporting & Communication

• Provide clear, data-driven service reports, dashboards, and executive updates.

WHAT ARE WE LOOKING FOR?

• Bachelor's degree holder
• 5+ years of experience in related roles
• Strong knowledge of ITIL / ITIL 4 practices (Incident, Problem, Change, Service Level, Continual Improvement)
• Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management)
• SLA, OLA, KPI definition, tracking, and reporting
• Solid understanding of enterprise infrastructure: Servers (Windows / Linux), Virtualization (VMware, Hyper-V), Databases, Storage and backup solutions, Network fundamentals (LAN, WAN, DNS, firewalls, load balancers), and Cloud platforms (AWS, Azure, GCP – IaaS/PaaS concepts, shared responsibility model).
• Experience with monitoring and observability tools (e.g., SolarWinds, Dynatrace, SCOM, Zabbix, AppDynamics)
• Availability, capacity, and performance management concepts
• Proactive alerting, trend analysis, and incident prevention
• Major incident management workflows and tooling
• Root cause analysis techniques (5 Whys, Fishbone, post-incident reviews)
• Change and release management systems, CAB processes
• Understanding of cyber security controls (patching, vulnerability management, access controls)
• Familiarity with compliance and audit requirements (ISO 27001, SOC, internal audits)
• Risk assessment and mitigation in operational environments
• Service performance reporting and dashboards
• Data analysis using Excel, Power BI, or similar tools
• Trend analysis to support capacity planning and cost optimization

WHAT DO WE HAVE TO OFFER?

• Competitive basic salary
• HMO w/ 2 free dependents from day 1 of hiring
• 20 annual leaves + bereavement leave + wedding leave
• Hybrid set up w/ 3 days a week onsite and 2 days WFH.
• Annual Performance Reviews w/ a chance of a salary alignment.
• Annual Company Performance Bonus
• Retention Bonus (similar to a signing bonus after 1 month of your start date, renewable every year)
• Retirement Fund

ABOUT TOMORROW

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