Service Delivery Manager

Service Delivery Manager

Responsibilities

• Manage day-to-day service operations and shift-based delivery across all disciplines.
  
• Monitor SLA and KPI performance and prepare monthly service performance reports.
  
• Conduct monthly service reviews with the client.
  
• Manage staffing rosters, 24x7 coverage, TOC support, and surge arrangements.
  
• Coordinate incident, problem, and change management activities.
  
• Lead first-line escalations and major-incident coordination.
  
• Drive continuous service improvement and value-added initiatives.
  

Requirements

Requirements

• Bachelor’s degree or Diploma in IT, Engineering, or related field.
  
• Minimum 8 years of experience in IT service delivery.
  
• Experience managing a 24x7 support operation.
  
• Strong knowledge of SLA/KPI reporting using ITSM tools.
  
• ITIL Expert / Managing Professional certification.
  
• Experience in workforce planning and rostering.
  
• Strong operational leadership, reporting, analysis, and customer-service skills.
  
• Ability to meet airport security and client HSE/cyber compliance requirements.
  

Interested candidates can send cv to 31313903/ bency@madre-me.com