Service Delivery Manager

Job Description:

Role Overview

We are looking for a hands-on and adaptable Service Delivery Manager to ensure the smooth, secure, and reliable operation of our IT services. In this role, you will be responsible for the end-to-end delivery of IT services, balancing day-to-day operational support with continuous improvement and strategic initiatives.

You will work closely with global IT teams and business stakeholders, particularly counterparts in the USA—to ensure consistent service levels, effective communication, and alignment with business needs. This role requires a proactive mindset, strong ownership, and flexibility to operate in a dynamic, fast-changing environment.

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:

o  End-user devices

o  Servers

o  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.