Group Operations Manager
Confirmed on the employer's own hiring board on Oct 14, 2026. First seen by Alion on Oct 14, 2026.
Job Summary
The Service Delivery Manager is responsible for ensuring the successful delivery of IT services to customers, managing service performance against SLAs/KPIs, driving operational excellence, leading teams, and maintaining strong client relationships
Key Responsibilities
Service Delivery Management Manage end-to-end IT service delivery. Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Oversee Incident, Problem, Change, and Service Request Management processes. 2. Client & Stakeholder Management Build and maintain strong customer relationships. Conduct regular service reviews and governance meetings. Understand customer business objectives and align IT services accordingly. Handle escalations and drive customer satisfaction. 3. Team Leadership Lead geographically distributed support and delivery teams. Resource planning, workload management, and skill development. Coach and mentor team members to improve performance. 4. Operational Excellence Drive continuous service improvement initiatives. Lead major incident management and problem resolution activities. Identify automation and process optimization opportunities. Ensure compliance with ITIL best practices. 5. Performance & Reporting Monitor service performance metrics. Prepare governance dashboards and executive reports. Track SLA compliance, customer satisfaction, availability, and operational KPIs. Drive corrective actions for service gaps. 6. Financial & Vendor Management Manage service delivery budgets and financial targets. Oversee vendor and partner performance. Optimize operational costs while maintaining service quality. 7. Documentation & Knowledge Management Maintain operational documentation, SOPs, runbooks, and process guides. Promote knowledge-sharing and training within teams. Required Skills
Skill Requirements
IT Service Management (ITSM) SLA & KPI Management ITIL Framework Incident, Problem & Change Management Stakeholder & Client Relationship Management Service Governance Continuous Service Improvement (CSI) Team Leadership & People Management Risk & Escalation Management Budget & Vendor Management
Other Requirements
Bachelor's degree in Information Technology, Computer Science, or related discipline. Proven experience in IT Service Delivery Management. Strong leadership, communication, and stakeholder management skills. ITIL Certification preferred. Experience managing global operations is an advantage.