It Service Delivery Manager

 

Description:

Our client are seeking an experienced IT Service Delivery Manager to join their team on a 6-month initial contract. This role is crucial in ensuring the smooth and efficient delivery of IT services to their organization, with a focus on meeting customer needs and achieving service level agreements (SLAs). The ideal candidate will possess strong leadership skills, technical expertise, and a customer-centric approach to service delivery. They require the ITSDM to speak English and Arabic.

 

ROLE & RESPONSIBILITIES

• Lead the delivery of IT services in accordance with agreed-upon SLAs, to meet business

requirements and ensure high levels of customer satisfaction.

• Develop and implement IT service management strategies, policies, and procedures in

alignment with industry best practices (ITIL framework) to streamline operations and improve efficiency.

• Establish and maintain ITSM processes, including incident management, problem management, change management, release management, configuration management, and service request fulfillment.

• Maintain and manage the ServiceNow ITSM module

• Ability to drive process optimization through ServiceNow.

• Monitor key performance indicators (KPIs) and service level targets to measure the

effectiveness and efficiency of IT services, identify areas for improvement, and drive continuous service improvement initiatives.

• Build and maintain strong relationships with internal stakeholders and external clients, serving as the primary point of contact for service delivery-related inquiries and escalations.

• Conduct regular meetings to review service performance, address concerns, and identify

opportunities for service enhancements.

• Oversee the incident and problem management processes, ensuring timely resolution of issues and minimizing the impact on business operations.

• Coordinate with technical teams to investigate root causes of incidents and implement

preventive measures to mitigate future occurrences.

• Manage the change management process, ensuring that changes to IT systems and

infrastructure are implemented smoothly and without disruption to service delivery.

• Assess change requests for potential impacts on service availability, performance, and security, and coordinate with stakeholders to plan and execute changes effectively.

• Develop and maintain service continuity plans and procedures to ensure business continuity in the event of IT outages or disasters.

• Conduct regular testing and exercises to validate the effectiveness of service continuity

measures and identify areas for improvement.

• Ensure compliance with regulatory requirements, security standards, and organizational policies in IT service delivery.

• Stay current with emerging technologies, industry trends, and best practices in IT service

management.

 

Basic Qualifications Required:

• Bachelor's degree in information technology, computer science, or related field. Master's degree and ITIL certification(s) are a plus (ITIL certifications and designations beyond the ITIL Foundation will add more value to the candidate).

• Proven experience of at least 10 years in IT service delivery management, with a focus on

designing, implementing, and improving ITSM processes.

• In-depth knowledge of ITIL framework and IT service management principles, processes, and practices.

• Experience with IT service management tools (e.g., ServiceNow, BMC Remedy) and ITSM

platforms.

• Proven track record of driving service improvement initiatives and delivering measurable results.

• Demonstrated leadership skills with the ability to inspire and motivate teams to achieve goals and objectives.

• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.

• Solid technical background with knowledge of IT systems, networks, and infrastructure.

• Analytical mindset with the ability to analyze complex problems, identify root causes, and

implement effective solutions.

• Strong commitment to customer service excellence and continuous improvement in IT service delivery.