We are looking for a proactive and customer-focused Service Delivery Manager to oversee the delivery of IT services, ensuring they meet business needs and SLAs. The ideal candidate will have strong leadership skills, a solid understanding of IT service management, and a commitment to delivering high-quality service.

Critical Success Factors

• Prior experience in large scale / AMS production support, fast-paced 24/7 support
• Prior experience in Health/Public Services
• Ability to operate at both strategic and tactical levels, stepping in to solve problems directly when needed.
• Bachelor's degree in Information Technology, Business Administration, or a related field
• Proven experience as a Service Delivery Manager or in a similar role.
• Strong understanding of ITIL frameworks and IT service management (ITSM) processes
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to analyze data, generate reports, and make data-driven decisions.
• ITIL certification is a plus.

Key Responsibilities:

• Act as the primary point of contact for service delivery, ensuring client satisfaction and adherence to SLAs
• Monitor and manage the performance of IT services, identifying and resolving issues proactively.
• Collaborate with internal teams and vendors to ensure seamless service delivery and continuous improvement.
• Develop and maintain strong relationships with clients and stakeholders.
• Manage escalations and coordinate resolution of critical incidents.
• Lead and mentor service delivery teams to achieve operational excellence.