Service Delivery Manager
Responsible for managing day-to-day service operations, shift-based delivery, SLA and KPI performance, reporting, rostering, the shared 24x7 operations pool, incident management, problem management, change coordination, and continuous improvement.
Requirements
- Bachelor's Degree or Diploma in IT, Engineering, or related field.
- Minimum 8 years of experience in IT service delivery.
- Experience managing a 24x7 support operation.
- Experience producing SLA and service-performance reports from an ITSM tool.
- ITIL Expert / ITIL Managing Professional certification.
- Strong rostering and workforce-management capability.
- Strong operational leadership, reporting, analysis, and customer-service skills.