Service Delivery Manager

Job Summary

A company is looking for a Service Delivery Manager responsible for overseeing the delivery of high-quality IT services across the organization.

Key Responsibilities

• Lead and manage Level II support operations, ensuring timely resolution of incidents and adherence to SLAs
• Manage ITIL-based support processes and oversee Major Incident Management, including communication and service restoration
• Drive continuous improvement efforts, including monitoring SLA performance and managing endpoint security standards

Required Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience)
• 5+ years of experience in IT support or service delivery, with at least 2 years in a leadership role
• Strong hands-on experience with endpoint management tools (e.g., Intune, SCCM)
• Solid understanding and practical application of ITIL frameworks (ITIL certification preferred)
• Experience managing Major Incidents and leading cross-functional technical teams under pressure