Service Delivery Manager

About the Role
The Service Delivery Manager is responsible for overseeing day-to-day service operations and shift-based delivery across all disciplines. This role involves managing service levels and Key Performance Indicators (KPIs), ensuring that client expectations are met and exceeded while driving improvements and value within the service delivery framework.

Responsibilities

• Manage day-to-day service operations and shift-based delivery across all disciplines.
• Monitor SLA and KPI performance and prepare monthly service performance reports.
• Conduct monthly service reviews with the client.
• Manage staffing rosters, 24x7 coverage, TOC support, and surge arrangements.
• Coordinate incident, problem, and change management activities.
• Lead first-line escalations and major-incident coordination.
• Drive continuous service improvement and value-added initiatives.

Requirements

• Bachelor’s degree or Diploma in IT, Engineering, or a related field.
• Minimum 8 years of experience in IT service delivery.
• Experience managing a 24x7 support operation.
• Strong knowledge of SLA/KPI reporting using ITSM tools.
• ITIL Expert / Managing Professional certification.
• Experience in workforce planning and rostering.
• Strong operational leadership, reporting, analysis, and customer-service skills.
• Ability to meet airport security and client HSE/cyber compliance requirements.