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Title
Text copied to clipboard!IT Service Delivery Manager
Description
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We are looking for an experienced IT Service Delivery Manager to lead and oversee the delivery of high-quality IT services to our clients and internal stakeholders. This role is critical in ensuring that IT services are delivered efficiently, meet agreed-upon service levels, and align with the organization’s strategic goals. The ideal candidate will have a strong background in IT service management, excellent leadership skills, and a customer-focused mindset.
As the IT Service Delivery Manager, you will be responsible for managing service delivery teams, coordinating with other IT departments, and maintaining strong relationships with clients. You will ensure that all service delivery processes are followed, incidents and requests are resolved in a timely manner, and continuous improvement initiatives are implemented. You will also play a key role in managing vendor relationships and ensuring compliance with service level agreements (SLAs).
You will need to have a deep understanding of ITIL practices, project management methodologies, and the ability to manage multiple priorities in a fast-paced environment. Strong communication and problem-solving skills are essential, as you will be the main point of contact for service-related issues and escalations.
This position offers the opportunity to work in a dynamic and collaborative environment, where your contributions will directly impact the efficiency and effectiveness of IT operations. If you are passionate about delivering exceptional IT services and driving operational excellence, we encourage you to apply.
Responsibilities
Text copied to clipboard!- Manage the end-to-end delivery of IT services to clients and internal teams
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs)
- Lead and mentor service delivery teams to achieve operational excellence
- Coordinate with other IT departments to ensure seamless service integration
- Monitor service performance and implement continuous improvement initiatives
- Handle service escalations and ensure timely resolution of issues
- Develop and maintain strong relationships with clients and stakeholders
- Oversee vendor management and ensure compliance with contracts
- Prepare regular reports on service performance and improvement plans
- Ensure compliance with ITIL and other relevant frameworks
Requirements
Text copied to clipboard!- Bachelor’s degree in Information Technology, Computer Science, or related field
- 5+ years of experience in IT service delivery or IT operations
- Strong knowledge of ITIL framework and service management best practices
- Proven leadership and team management skills
- Excellent communication and interpersonal abilities
- Experience with service management tools (e.g., ServiceNow, BMC Remedy)
- Ability to manage multiple priorities and work under pressure
- Strong analytical and problem-solving skills
- Experience in vendor and contract management
- Project management certification (e.g., PMP, PRINCE2) is a plus
Potential interview questions
Text copied to clipboard!- Can you describe your experience managing IT service delivery teams?
- How do you ensure compliance with SLAs and KPIs?
- What ITIL processes are you most familiar with?
- How do you handle service escalations and client complaints?
- What tools have you used for IT service management?
- Can you provide an example of a successful service improvement initiative you led?
- How do you manage relationships with vendors and third-party providers?
- What is your approach to team leadership and motivation?
- How do you stay current with industry trends and best practices?
- Have you worked in a multi-site or global IT environment?
