Job description

The Service Delivery Manager (SDM) is responsible for the overall governance and performance of the managed services team, ensuring strict adherence to international standards.

• Years of Experience: Minimum 15+ years of experience in IT service delivery and project management (based on the proposed senior lead).
• Mandatory Technical Certifications:PMP (Project Management Professional) and ITIL v4 Certified Professional.
• Core Technical Expertise Areas:
  • IT Service Management (ITSM): Expert knowledge of ITIL v4 frameworks to manage incident, problem, and change management processes.
  • Governance & Reporting: Designing and delivering comprehensive weekly, monthly, and yearly reports on resource utilization, service availability, and security status using tools like Power BI.
  • SLA & Compliance Management: Monitoring ticket rosters and team performance to ensure all CLIENT service level agreements (SLAs) are consistently met.
  • ITSM Governance: Expert-level implementation of the ITIL v4 framework across all 14 required domains, including Incident, Problem, Change, and Capacity Management.
  • Strategic Alignment: Aligning IT operations with client organizational goals and managing risk and compliance audits.
  • Audit & Quality Assurance: Conducting deep-dive internal audits every six months to evaluate information integrity, asset safeguarding, and ISO 20000 compliance.
  • Managed Services Onboarding: Leading the transition and transformation program to ensure a seamless handover from previous providers with zero business impact.
• Critical Job Responsibilities & Major Deliverables:
  • Project Documentation: Responsible for developing and maintaining the Project Charter, detailed Project Plan (MS Project), and the Communication Plan.
  • Gap Assessment & Remediation: Delivering a thorough Gap Assessment Report for Client On-premises, Azure, M365, and Intune environments, followed by a prioritized remediation plan.
  • Reporting Suite: Designing and delivering Weekly Progress Reports, Monthly Executive Management Reports, and real-time Power BI Dashboards covering resource utilization, system health, and security status.
  • SLA & KPI Management: Monitoring ticket rosters to ensure all response and resolution SLAs are met, while producing SLA Compliance Reports and root cause analysis (RCA) for major incidents.
  • Continual Service Improvement (CSI): Building and executing a Continual Improvement Plan at least twice a year to identify service deficiencies and implement efficiency gains.
  • Team & Resource Management: Managing the onsite team and overseeing specific client staff (System/Network Engineers and DBAs) to ensure they are integrated into the delivery model.
  • Training & Knowledge Transfer: Developing a roadmap for the client team to achieve ITIL v4 certification and conducting regular training sessions for IT staff.
  • User Satisfaction: Conducting Daily Quality Assurance Audits on service desk performance and delivering Quarterly User Satisfaction Surveys.

Skills

• Years of Experience: Minimum 15+ years of experience in IT service delivery and project management (based on the proposed senior lead).
• Mandatory Technical Certifications:PMP (Project Management Professional) and ITIL v4 Certified Professional.
• Core Technical Expertise Areas:
  • IT Service Management (ITSM): Expert knowledge of ITIL v4 frameworks to manage incident, problem, and change management processes.
  • Governance & Reporting: Designing and delivering comprehensive weekly, monthly, and yearly reports on resource utilization, service availability, and security status using tools like Power BI.
  • SLA & Compliance Management: Monitoring ticket rosters and team performance to ensure all CLIENT service level agreements (SLAs) are consistently met.
  • ITSM Governance: Expert-level implementation of the ITIL v4 framework across all 14 required domains, including Incident, Problem, Change, and Capacity Management.
  • Strategic Alignment: Aligning IT operations with client organizational goals and managing risk and compliance audits.
  • Audit & Quality Assurance: Conducting deep-dive internal audits every six months to evaluate information integrity, asset safeguarding, and ISO 20000 compliance.
  • Managed Services Onboarding: Leading the transition and transformation program to ensure a seamless handover from previous providers with zero business impact.