IT Service Delivery Manager (in-house)

We arelooking for a strategic and hands-on IT Service Delivery Manager tooversee the performance, reliability, and continuous improvement of ourinternal application suite and core ERP systems.

In this role,you will be the bridge between our business operations and the technical teams,ensuring that our digital infrastructure empowers our employees to workefficiently. You will manage vendor relationships, govern SLAs, and lead the charge on application-related projects that drive our digital transformation.

Key Responsibilities

• Service Governance: Own the end-to-end delivery of application services, ensuring they meet agreed-upon SLAs and KPIs.
• People Management: Lead a team of L1/L2 application support members, acting as the point of escalation and providing day-to-day guidance.
• ERP Stewardship: Act as the primary point of escalation for our ERP system, ensuring stability and coordinating with functional leads for upgrades and patches.
• Project Leadership: Lead application-focused projects, from initial requirement gathering through to UATs and post-go-live support.
• Vendor Management: Manage third-party service providers and software vendors, conducting regular performance reviews
• Incident & Problem Management: Oversee major incident responses related to applications, ensuring root cause analysis is performed to prevent recurrence.
• Stakeholder Engagement: Collaborate with department heads to understand their pain points and translate business needs into technical roadmaps.
• Continuous Improvement: Identify opportunities to automate manual processes and optimize the application landscape to reduce technical debt.

Requirements:

• Bachelor’s Degree in IT related field
• Minimum of 7 years of experience in Applications Management or IT support management
• Strong foundation and knowledge of ITSM frameworks
• People management/ team leading experience
• Proficient in SQL querying
• Experience with ERP systems and cloud platforms