Service Delivery Manager

Job Responsibilities:

• Service Oversight: Manage day-to-day IT service delivery across Service Desk and Onsite Support operations, ensuring compliance with contractual commitments and organizational policies.
• Team Leadership: Lead delivery teams (often 20+ resources), focusing on performance, engagement, and career development.
• Governance & Compliance: Maintain audit trails, ensure regulatory compliance, and enforce governance best practices.
• Incident & Problem Management: Act as the primary escalation point for incidents and problems, ensuring timely resolution and root cause analysis.
• Stakeholder Engagement: Build strong relationships with customers and internal teams, serving as a trusted advisor.
• Continuous Improvement: Identify and implement process improvements to enhance operational efficiency and customer satisfaction.

Job Requirements:

• Education: Bachelor's degree in IT, Computer Science, or r...