Service Delivery Manager

Overview

The IT Service Delivery Manager is responsible for ensuring that IT services are delivered to the business effectively, reliably, and in line with agreed service levels. This role acts as the primary point of accountability for service performance, coordinating across infrastructure, applications, vendors, and support teams to maintain high availability and customer satisfaction.

The Service Delivery Manager oversees incident, problem, change, and escalation management, ensuring issues are resolved promptly and root causes are addressed. They drive continuous service improvement by monitoring KPIs and SLAs, reducing technical debt and operational risk, and optimizing costs and processes. The role also involves stakeholder communication, managing expectations, and providing regular service reporting.

In addition, the IT Service Delivery Manager ensures compliance with governance, security, and regulatory requirements, supports peak periods and chang...