Service Delivery Manager

Role Overview

The Service Delivery Manager is responsible for end-to-end delivery of IT services across hybrid environments, with a strong focus on process excellence, continual service improvement, and governance. The role ensures that IT services are delivered reliably, efficiently, and in compliance with established service management frameworks and quality standards.

This position leads service management practices aligned with ITIL, drives process gap analysis and improvement initiatives, and works closely with operations, engineering, cloud, security, and leadership teams to enhance service performance and operational maturity.

Key Responsibilities

Service Delivery Management

• Own end-to-end delivery of IT services across on-premises, cloud, and data centre environments.

• Ensure compliance with service level agreements, key performance indicators, operational level agreements, and contractual requirements.

• Lead Incident, Problem, Change, and Service Request Management in accordance with ITIL practices.

• Act as the primary escalation point for service delivery issues and stakeholder concerns.

• Conduct regular service reviews, performance reporting, and stakeholder communications.

• Oversee capacity, demand, and resource planning to support current and future service requirements.

Process Gap Identification and Optimisation

• Identify process gaps, inefficiencies, and control weaknesses across service operations.

• Perform root cause analysis for recurring incidents and service failures.

• Benchmark existing processes against recognised frameworks and standards including ITIL, ISO 9001, and ISO/IEC 20000.

• Recommend and drive process improvement initiatives based on risk, impact, and operational priorities.

Process Mapping and Documentation

• Develop and maintain current-state and future-state process maps for IT service management processes.

• Define workflows, roles and responsibilities, controls, KPIs, and handover points.

• Maintain standard operating procedures, runbooks, work instructions, and governance documentation.

• Ensure documentation supports operational consistency, audit readiness, and compliance requirements.

Continual Service Improvement

• Drive continual service improvement initiatives aligned with ITIL continual improvement principles.

• Apply Lean and Six Sigma (DMAIC) methodologies to improve service quality, efficiency, and reliability.

• Track improvement actions, benefits realisation, and measurable outcomes.

• Promote a culture of continuous improvement across service delivery teams.

Automation and Service Enablement

• Identify opportunities to automate manual or repetitive service delivery processes.

• Collaborate with teams on ITSM tooling, workflow automation, and service reporting.

• Support the development of dashboards and service performance metrics.

• Improve operational efficiency through data-driven insights and tool optimisation.

Governance, Risk, and Compliance

• Ensure service delivery compliance with quality and service management standards, including ISO 9001 and ISO/IEC 20000.

• Support internal and external audits, reviews, and compliance assessments.

• Identify service delivery risks and implement appropriate mitigation and control measures.

• Work with security teams to align service delivery practices with cybersecurity and regulatory requirements.

• Apply working knowledge of Government IM8 security standards and related policy practices where required.

Stakeholder and Client Management

• Act as a single point of contact for clients and internal stakeholders on service delivery matters.

• Translate technical and operational issues into clear, business-focused communication.

• Partner with leadership to align service delivery and improvement initiatives with organisational objectives.

Required Skills

Experience

• Minimum 8 years of experience in IT service delivery, service management, or IT operations roles.

• Proven experience managing services in hybrid infrastructure environments.

• Strong background in ITIL-based service management, process improvement, and continual service improvement initiatives.

ITSM, Quality, and Improvement Knowledge

• Practical knowledge of ITIL practices including:

  • Incident Management

  • Problem Management

  • Change Management

  • Service Request Management

  • Continual Service Improvement

• Working knowledge of Lean or Six Sigma (DMAIC) methodologies.

• Experience aligning IT service processes with ISO 9001 and ISO/IEC 20000 standards.

Technical and Tooling Knowledge

• Good understanding of infrastructure and cloud platforms such as AWS, Azure, VMware, and Hyper-V.

• Familiarity with ITSM tools, automation workflows, and service monitoring and reporting platforms.

• Ability to translate service and process requirements into tooling and automation use cases.

Certifications

Mandatory

• ITIL Foundation Certification

Preferred

• ITIL Intermediate or Managing Professional

• Six Sigma Yellow Belt or Green Belt

• ISO 9001 Internal Auditor or Practitioner

• ISO/IEC 20000 Foundation or Practitioner

Key Competencies

• Service Delivery Management

• Process Analysis and Optimisation

• Continual Service Improvement

• Quality, Governance, and Compliance

• Automation and Operational Efficiency

• Stakeholder and Client Management

Application Note
Interested applicants may send their CV directly to [email protected]
for consideration.