Service Delivery Manager

Key Responsibilities

IT Service Delivery & Operations

• Own and manage the delivery of IT services to ensure stability, availability, and performance.
• Hands-on implementation, maintenance, and lifecycle management of hardware and software for:
• End-user devices
• Servers
• Network infrastructure
• Coordinate with remote and global IT teams to ensure standardized configurations and consistent service delivery.

SaaS & Application Service Management

• Oversee the setup, configuration, maintenance, and ongoing optimization of IT SaaS solutions.
• Manage user access, licensing, integrations, and service reliability for SaaS platforms.
• Act as a service owner for key IT applications.

End-User Support & Enablement

• Ensure timely and effective technical support for end users.
• Provide IT training, guidance, and enablement to improve user experience and adoption.
• Serve as an escalation point for complex or recurring service issues.

Information Security & Compliance

• Support information security initiatives and ensure IT services align with security policies and best practices.
• Assist with access controls, system hardening, and security awareness.
• Participate in external IT and information security audits, including preparation, coordination, and follow-up actions.

Process, Documentation & Continuous Improvement

• Drive the development and improvement of IT service delivery processes.
• Maintain accurate and up-to-date IT documentation.
• Develop, review, and maintain IT standard operating procedures (SOPs).
• Identify opportunities to improve efficiency, reliability, and user satisfaction.

Strategic Contribution & Roadmap

• Contribute to the IT roadmap by providing operational insights and improvement recommendations.
• Take ownership of IT initiatives and service improvement projects from planning through execution.
• Balance short-term operational needs with long-term service delivery goals.

Stakeholder Management & Communication

• Act as a primary point of contact for IT service delivery matters.
• Communicate clearly and effectively with internal stakeholders and global counterparts, including teams in the USA.
• Coordinate across time zones to ensure continuity of service and issue resolution.

Working Style & Expectations

• Flexible and willing to work outside standard office hours when required to support service continuity.
• Prepared to step in for team members during absences or high-demand periods.
• Hands-on, proactive, and ownership-driven approach to service delivery.
• Comfortable adapting to change and managing multiple priorities.

Preferred Qualifications

• Experience in IT service delivery, IT operations, or systems administration.
• Strong understanding of end-user computing, infrastructure, networks, and SaaS services.
• Familiarity with information security principles and audit participation.
• Strong communication, coordination, and stakeholder management skills.

Ability to independently own services and drive initiatives to completion