It Service Delivery Manager

Job Description

Position Summary: We are seeking a passionate Junior IT Service Delivery Management to support and optimize service offerings. In this role, you will collaborate with internal teams and external partners to ensure high-quality service delivery, manage service-level agreements, and drive continuous improvement initiatives. You will also act as a primary point of contact and escalation for critical incidents, helping to maintain strong relationships with our business stakeholders. Key Responsibilities: Support the development and deployment of the strategic vision. Contribute to long-term objectives and roadmaps in partnership with key IT stakeholders. Coordinate service level agreements (SLAs) to ensure defined parameters are met. Build and maintain trusted relationships with business teams to facilitate open communication and swift escalation. Act as a key point of contact for stakeholders, responding to queries and providing updates on IT service performance. Take ownership of critical incidents, liaising with resolution teams and ensuring effective post-incident reviews. Develop and refine escalation procedures, ensuring minimal downtime and impact to the business. Identify customer needs and drive service delivery enhancements in line with business goals. Gather and analyze feedback from stakeholders to improve, refine, and optimize service offerings. Analyze internal and third-party processes to recommend process improvements and efficiencies. Provide regular, accurate reports on IT service performance, highlighting progress, challenges, and recommended solutions. Use data-driven insights to inform strategic decisions around resource allocation and service enhancements. Collaborate on project scoping to ensure alignment with service delivery objectives. Maintain accountability for service delivery performance, meeting customer expectations, and projecting future service needs. Required Skills & Qualifications: Bachelors degree in computer science, related technical field, or equivalent vocational training. 4 to 6 years of experience in IT Service Management, preferably in an international environment. Hands-on experience with ServiceNow and Jira to manage workflows, incidents, and projects. Strong customer service orientation, with a history of successful project management and quality control. Demonstrated resource planning and problem-solving capabilities. Ability to prioritize service demands and adjust to changing business requirements. Sound understanding of infrastructure projects; Application Support knowledge is a plus. In-depth knowledge of ITIL processes (Incident Management, Problem Management, Change Management). Solid leadership and team collaboration skills; attention to detail is essential. Excellent English communication and organizational skills.