Service Delivery Manager

UST are currently recruiting for an experienced Service Delivery Manager to lead IT service management, customer relations, and incident, problem, and change management processes. The ideal candidate will have strong leadership abilities, excellent customer relationship management skills, and a deep understanding of IT service delivery and ITIL practices.

This role requires the ability to handle escalations, drive service improvements, and manage a high-performing team to ensure the smooth delivery of services to enterprise clients.

Key Responsibilities:

·       Lead and manage a cross-functional service management (SM) team to ensure operational excellence and high performance.

·       Develop and monitor service improvement plans, ensuring key performance indicators (KPIs) and service level agreements (SLAs) are consistently achieved.

·       Foster a collaborative and motivated team culture, driving continuous professional development and growth.

·       Serve as the primary point of contact for clients, developing and maintaining strong, strategic relationships with key stakeholders.

·       Proactively manage client expectations and address any concerns, ensuring high levels of client satisfaction.

·       Oversee the incident management process to ensure swift resolution and minimal business disruption, providing regular updates to stakeholders during major incidents.

·       Lead problem management activities by identifying recurring issues, conducting root cause analysis, and implementing preventive measures to reduce future incidents.

·       Drive continuous improvement in incident and problem management processes, leveraging lessons learned from incidents and industry best practices.

·       Oversee the change management process, ensuring all changes are properly assessed, authorized, and implemented with minimal risk and impact to business operations.

·       Collaborate with technical teams and project managers to ensure smooth execution of change initiatives.

·       Monitor and improve the change management process to enhance efficiency and reduce risks.

What you’ll need

·       Demonstrated ability to lead and mentor diverse teams, manage performance, and drive results in a fast-paced environment.

·       Strong experience in managing client relationships and resolving escalations, with a focus on delivering exceptional service.

·       Deep knowledge of ITIL best practices, especially in incident, problem, and change management processes (ITIL v3 or ITIL v4 certification preferred).

·       Experience in managing third-party vendors, ensuring service delivery aligns with contract terms and business expectations.

·       Strong understanding of risk management, governance, and compliance with industry standards, particularly within IT operations.

·       Proven track record of driving continuous improvement initiatives, leveraging data and analytics to enhance service delivery and efficiency.

·       Experience with project management methodologies (e.g., PRINCE2, PMP) and a solid understanding of managing complex IT changes.

·       Ability to use performance metrics and reporting tools to assess service levels and implement data-driven service improvement strategies.

Preferred Qualifications:

·       ITIL v3/v4 certification.

·       PRINCE2, PMP, or equivalent project management certification.

·       Experience working with enterprise-level IT environments.

·       Familiarity with service management tools like ServiceNow, JIRA, or similar platforms.