Service Delivery Manager (IT Operations)

Role Purpose

The Service Delivery Manager (Operational) will be responsible for overseeing day-to-day IT Service Management (ITSM) operations, ensuring adherence to service level agreements (SLAs), governance processes, reporting standards, and continuous service improvement initiatives. The role acts as a key liaison between internal teams, vendors, and stakeholders to ensure efficient and effective service delivery.

Key Responsibilities

• Manage and govern ITSM operations using ServiceNow.
• Monitor and report on Service Level Agreements (SLAs) and operational performance metrics.
• Develop and maintain service reporting, dashboards, and performance analytics.
• Ensure effective shift handover governance and operational continuity.
• Oversee knowledge management processes and ensure knowledge base accuracy.
• Coordinate with internal and external vendors to ensure service delivery commitments are met.
• Support Experience Level Agreement (XLA) data collection, analysis, and reporting.
• Facilitate and drive continuous improvement initiatives across service operations.
• Ensure compliance with established ITIL practices, operational processes, and governance requirements.

Required Qualifications & Certifications

Mandatory Certification

• ITIL 4 Managing Professional (MP) AXELOS
• As specified in RFP T19.
• Alternatively, ITIL 4 Specialist certification may be considered if the Managing Professional designation is already held by SDM-01.

Preferred Certifications (Nice to Have)

• ServiceNow Certified System Administrator (CSA)
• Preferred due to regular usage of ServiceNow for SLA tracking, reporting, and operational management.
• ITIL 4 Specialist: Monitor, Support & Fulfil
• ITIL 4 Specialist: Create, Deliver & Support

Required Experience & Skills

• Strong experience in IT Service Management (ITSM) operations.
• Hands-on experience with ServiceNow administration, reporting, and dashboard management.
• Expertise in SLA monitoring, service performance reporting, and operational governance.
• Knowledge of ITIL-based service management processes and best practices.
• Experience in vendor management and stakeholder coordination.
• Strong analytical, reporting, and continuous improvement capabilities.
• Excellent communication and operational management skills.

Preferred Candidate Profile

• ITIL 4 Managing Professional or ITIL 4 Specialist certified.
• ServiceNow CSA certification preferred.
• Demonstrated experience managing operational service delivery in enterprise environments.

Proven ability to drive service improvements and maintain operational excellence