IT Service Delivery Manager

Key Responsibilities: 

• Collaborate with various IT functions to formalise and operationalise a service delivery framework, an integrated set of ITSM processes and CMDB based on ITIL and industry best practices.
• Engage with ITSM vendor and project manage the implementation and operationalisation of an ITSM platform.
• Train ITSM stakeholders on IT and Cloud service processes and the ITSM platform.
• Formalise and implement vendor SLAs and internal OLA’s to align, and manage and coordinate IT service delivery to business units effectively and efficiently.
• Monitor and ensure services are delivery in accordance with SLA and OLA performance objectives and targets.
• Act as the single point of contact and assume full responsibility for the IT/Cloud Service Catalogue and business unit requests for IT/Cloud services:
  • Prioritise, action and balances service tasks to keep multiple service requests on track
  • Mobilise and coordinate IT and Cloud operational resources required to fulfil service requests relating to incident management, event management, problem management, change management, general IT and Cloud platform service requirements, etc.
  • Escalate unresolve issues to management.
• Frequently engage with business units to:
  • understand business unit dynamics and changes, and to develop and maintain effective and trusted relationships
  • conduct OLA performance reviews, and discuss their expectations in relation to service requirements, priorities, and delivery timeframes
  • monitor satisfaction with service delivery and identify opportunities for improvement
  • resolve issues and concerns, and agree actions plans
• Frequently meet with external IT service providers to review & discuss SLA performance.
• Work closely with internal IT and Cloud operations team leaders to establish strong relationships, and ensure appropriate and seamless support and cooperation from their teams.
• Monitor and drive adherence to ITSM processes.
• Lead and proactively drive ITSM maturity through process refinements, optimisation, and automation.
• Use ITSM data analytics and management information dashboards to proactively drive service delivery objectives, quality, and improvements
• Stay abreast of global ITSM service trends, developments, and practices and make recommendations to management.
• Support and provide evidence/documentation to internal audit and IT risk management on ITSM processes and compliance audits, as and when required.
• Contribute to IT budget and operational resource planning.