Service Delivery Manager

Department: IT Service Management

Reports To: Director of Service Management

Job Summary

The Service Manager will lead and optimise the end-to-end delivery of IT services in alignment with ITIL best practices while also acting as a strategic partner to internal and external customers. This role blends traditional IT service management with customer success principles—ensuring service reliability, high customer satisfaction, proactive engagement, and continuous value delivery.

Key Responsibilities

Service Management

• Maintain and improve ITIL-based service management processes.
• Monitor SLAs, OLAs, KPIs, and deliver performance reporting.
• Deliver excel and PowerPoint reports to customers on monthly basis
• Lead major incident resolution and root-cause analysis.
• Collaborate with technical, security, and application teams.
• Drive Continual Service Improvement (CSI).
• Act as an escalation point for high-impact issues.
• Use ITSM toolsets to automate workflows and improve data quality.
• Support audits and compliance assessments.
• Understanding of GxP and Pharmacovigilance requirements

Customer Success

• Build trusted, long-term relationships with business partners.
• Act as a strategic advisor to maximise service value.
• Monitor customer sentiment and adoption.
• Translate feedback into service improvements.
• Deliver customer engagement activities.
• Ensure clear communication during incidents and changes.
• Identify opportunities to enhance service value.

Qualifications

• Bachelor's degree in IT, business, or related field.
• 5+ years in service management and/or customer-facing roles.
• ITIL Foundation v4 required; advanced certifications preferred.
• Leadership experience across technical teams.
• Experience with major ITSM platforms.
• Strong communication, stakeholder, and problem‑solving skills.

Preferred Skills

• Advanced ITIL certifications.
• PMP/PRINCE2/Lean Six Sigma.
• Familiarity with DevOps and cloud platforms.
• Knowledge of ISO 20000, COBIT, GDPR.

Success Metrics

• SLA compliance across key services.
• Reduction in MTTR for major incidents.
• High change success rate.
• CSAT ≥ 4.5/5.
• Improved adoption and reduced escalations.