About the Role
This position is responsible for managing the end-to-end delivery of IT managed services, ensuring adherence to contractual SLAs and performance KPIs. The role involves monitoring service performance and customer satisfaction while managing critical processes such as incident, problem, and change management in an ITIL-aligned environment.
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Key Responsibilities
- Manage end-to-end delivery of IT managed services in accordance with contractual SLAs and KPIs.
- Monitor service performance, availability, incident resolution, and customer satisfaction.
- Manage incident, problem, and change management processes in an ITIL-aligned environment.
- Handle escalations, root cause analysis (RCA), and corrective action plans.
- Prepare monthly and quarterly service performance reports and SLA dashboards.
- Conduct regular service review meetings with stakeholders.
- Coordinate with technical teams and third-party vendors to ensure timely service delivery.
- Manage risks, service issues, and continuous service improvement initiatives.
- Coordinate change control approvals for system upgrades, patches, and service changes.
- Maintain accurate service documentation and ensure compliance with agreed standards.
Requirements
- 10+ years of experience in IT service delivery management.
- Strong experience managing enterprise IT services against contractual SLAs and KPIs.
- Solid knowledge of ITIL-based incident, problem, and change management.
- Proven experience in escalation management, RCA, and service performance reporting.
- Experience coordinating cross-functional technical teams and external vendors.
- Strong stakeholder management, communication, and problem-solving skills.
- Experience with ServiceNow, Jira Service Management, BMC Remedy, or similar tools.
- Strong risk management and continuous service improvement capabilities.
- Excellent English communication skills.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- ITIL Foundation certification.
- PMP or equivalent project management certification.
- Additional service management certifications are an advantage.
