IT Service Delivery Manager

We are representing our client, a leading service provider offering IT solutions services, to look for an experienced IT Service Delivery Manager to compement the existing team. The SDM is responsible for the successful planning, execution, and delivery of IT solutions that directly support and advance key business objectives. This role requires a hybrid professional who excels at capturing and documenting functional requirements while simultaneously managing the technical delivery lifecycle and ensuring ongoing service excellence.

Responsibilities:

• Coordinate & manage internal development teams, external vendors, and cross-functional teams (e.g., Infrastructure, Security, Data).
• Monitor and report on key service metrics, including Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), for assigned applications and services.
• Lead workshops and discovery sessions with business stakeholders to comprehensively capture, analyze, and document business needs, pain points, and desired outcomes.
• Create and maintain detailed artifacts, including but not limited to monthly progress reports, service requests, functional requirement documents, functional specifications, user stories, use cases, and process flow diagrams. Translate complex technical concepts to non-technical stakeholders.
• Collaborate with business partners to prioritize initiatives based on strategic value, ROI, and resource constraints, contributing to the overall solutions roadmap.

Requirements:

• Minimum Diploma in IT or equivalent discipline with 10 years of relevant Service Delivery/Project Management experience in related field.
• Strong understanding of managing systems in GCC operation environment is desirable.
• Proven ability to lead requirement gathering sessions and produce high-quality documentation.
• Excellent communication, negotiation, and conflict resolution skills to manage diverse stakeholder expectations.
  Familiarity with IT Service Management (ITSM) best practices (e.g., ITIL).
  Comfortable in working odd hours during peak period.
• Possess relavant certification desired such as ITIL PMP, CBAP.