Senior Service Delivery Manager

General Information

Senior Technical Support & Service Leader

We are seeking an experienced Senior Technical Support & Service Leader to oversee end-to-end IT Support services, ensuring operational stability, service excellence, security compliance, and continuous improvement. In this role, you will lead IT service operations, drive digital transformation initiatives, and act as a key liaison between business stakeholders and IT teams.

Key Responsibilities

• Own and manage end-to-end IT Support services, including Incidents, Requests, Problems, and Changes.
• Lead Major Incident (P1/P2) management, including communications, coordination, and root cause analysis.
• Act as Service Owner for IT Support operations across onsite, remote, and hybrid support models.
• Drive continuous service improvement initiatives based on operational performance, risk analysis, and user feedback.
• Provide team leadership through coaching, mentoring, performance management, and capability development.
• Ensure compliance with ITIL practices, security standards, audit requirements, and governance policies.
• Partner with business stakeholders, Global IT, Security, and Compliance teams to support operational objectives.
• Plan and coordinate maintenance activities while minimizing business disruption.

Qualifications

• Bachelor’s degree in Information Technology, Systems Engineering, or a related field.
• 7+ years of experience in IT Support, IT Operations, Network Support, or IT Service Management within enterprise environments.
• Strong experience leading IT operations and managing critical incidents.
• Solid knowledge of ITIL v4 service management practices.
• Experience with End User Computing environments, including Windows, Microsoft 365, and collaboration platforms.
• Understanding of networking fundamentals, security principles, access management, and infrastructure dependencies.
• Professional English communication skills.
• ITIL v4, Microsoft M365, Security, Endpoint, Agile, or Service Improvement certifications are a plus.

What We're Looking For

• Strong leadership, ownership, and accountability mindset.
• Excellent communication skills with both technical and non-technical stakeholders.
• Customer-focused approach with a commitment to service quality and business impact.
• Analytical problem-solving and decision-making capabilities.
• Ability to balance operational excellence with continuous improvement and innovation initiatives.

Role Overview:

This role acts as a Senior IT Service Leader responsible for end-to-end ownership of IT Support services, ensuring operational stability, excellent user experience, security alignment, and continuous service improvement. The role positions IT Support as a business enabler supporting digital transformation, resiliency, and scalable operations.

General Responsibilities / Accountabilities:

• Own end-to-end IT Support services (Incidents, Requests, Problems, Changes) ensuring SLA, OLA, and business adherence.
• Lead Major Incident (P1/P2) management, including coordination, communication, decision-making, and Root Cause Analysis (RCA).
• Act as Service Owner for the IT Support operating model (on-site, remote, WFH, on-call), ensuring effectiveness and scalability.
• Drive continuous service improvement initiatives based on operational data, risk trends, and user experience feedback.
• Provide formal people leadership, including task prioritization, performance feedback, mentoring, and capability development.
• Ensure compliance with ITIL v4 practices, security requirements, audit controls, and internal governance.
• Serve as primary operational interface with Business stakeholders, Global IT, Security, and Compliance teams.
• Plan and coordinate maintenance activities and ensure controlled execution with minimum business impact.

Qualifications (Education / Experience / Certification)

Technical:

• Bachelor’s degree in information technology, Systems Engineering, or related field (mandatory).

• 7-10 years of experience in IT Desktop support, IT network support or IT Service Management in enterprise environments.

• Proven experience leading IT operations and acting as escalation point during incidents.

• Strong practical knowledge of ITIL v4 service management practices.

• Solid exposure to End-User Computing environments (Windows, M365, collaboration platforms).

• Operational understanding of TCP/IP networking, security fundamentals, access management, and infrastructure dependencies as per client solutions.
• English proficiency at conversational level and technical levels.

Certifications:

• ITIL v4 Certification (desirable).
• Microsoft M365 / Endpoint / Security fundamentals (preferred).
• Agile or Service Improvement certifications (desirable).

Personal:

• Clear and effective communication with technical and non-technical stakeholders.
• Strong sense of ownership, accountability, and structured decision-making under pressure.
• Customer-centric mindset with focus on service quality and business impact.
• Analytical and proactive problem-solving approach.
• Ability to balance day-to-day operations with continuous service improvement initiatives.