Service Delivery Manager

Job Description:

• Oversee L1, L2, and L3 support, ensuring incidents and service requests are triaged, resolved, or escalated within SLA.
• Manage the service desk, including ticket quality, escalation paths, and shift coverage.
• Manage problem management and root cause analysis to prevent recurring issues.
• Coordinate corrective, preventive, and adaptive maintenance, including patching and upgrades.
• Plan and control changes and releases, including emergency fixes and maintenance windows.
• Monitor system health, availability, and performance, and act on alerts and trends.
• Lead major incident response, communication, and post-incident reviews
• Manage vendors and third-party support against contractual SLAs.
• Maintain runbooks, knowledge base, and operational documentation to enable L1 resolution and reduce escalations.
• Ensure security and compliance, including vulnerability remediation and audit readiness.
• Report on support performance and maintenance activities in regular service reviews.
• Track support budgets, licences, and renewals, and manage the service risk register.

Requirements:

• Bachelor’s degree in IT, Computer Science, Engineering, or a related field (or equivalent experience).
• 5-8 years in application or infrastructure support and maintenance, including 2+ years in a lead or managerial role.
• Experience managing multi-tier support (L1 to L3) for production systems under SLA.
• Strong incident, problem, and change management background.
• Experience coordinating vendors and handling customer escalations.
• ITIL 4 Foundation; PMP, PRINCE2, or cloud certifications such as AWS or Azure (preferred).
• Min 5 years of experience, open to EP but priority to local.

Skills

Third Party Vendor Management, Service Desk Management, Security Compliance, maintenance of IT systems, ITIL Process, System Health Checks, Incident Response, Change Management, Itsm, Problem Analysis, Release Management, Operations Management, Root Cause Analysis, Auditing, Incident Management Services, Vendor Management, Problem Management, Customer Management, Vulnerability Assessment, Application Performance Monitoring