Senior Service Delivery Manager
Posted Updated
Description
General Information
Senior Technical Support & Service Leader
We are seeking an experienced Senior Technical Support & Service Leader to oversee end-to-end IT Support services, ensuring operational stability, service excellence, security compliance, and continuous improvement. In this role, you will lead IT service operations, drive digital transformation initiatives, and act as a key liaison between business stakeholders and IT teams.
Key Responsibilities
- Own and manage end-to-end IT Support services, including Incidents, Requests, Problems, and Changes.
- Lead Major Incident (P1/P2) management, including communications, coordination, and root cause analysis.
- Act as Service Owner for IT Support operations across onsite, remote, and hybrid support models.
- Drive continuous service improvement initiatives based on operational performance, risk analysis, and user feedback.
- Provide team leadership through coaching, mentoring, performance management, and capability development.
- Ensure compliance with ITIL practices, security standards, audit requirements, and governance policies.
- Partner with business stakeholders, Global IT, Security, and Compliance teams to support operational objectives.
- Plan and coordinate maintenance activities while minimizing business disruption.
Qualifications
- Bachelor’s degree in Information Technology, Systems Engineering, or a related field.
- 7+ years of experience in IT Support, IT Operations, Network Support, or IT Service Management within enterprise environments.
- Strong experience leading IT operations and managing critical incidents.
- Solid knowledge of ITIL v4 service management practices.
- Experience with End User Computing environments, including Windows, Microsoft 365, and collaboration platforms.
- Understanding of networking fundamentals, security principles, access management, and infrastructure dependencies.
- Professional English communication skills.
- ITIL v4, Microsoft M365, Security, Endpoint, Agile, or Service Improvement certifications are a plus.
What We're Looking For
- Strong leadership, ownership, and accountability mindset.
- Excellent communication skills with both technical and non-technical stakeholders.
- Customer-focused approach with a commitment to service quality and business impact.
- Analytical problem-solving and decision-making capabilities.
- Ability to balance operational excellence with continuous improvement and innovation initiatives.
Role Overview:
This role acts as a Senior IT Service Leader responsible for end-to-end ownership of IT Support services, ensuring operational stability, excellent user experience, security alignment, and continuous service improvement. The role positions IT Support as a business enabler supporting digital transformation, resiliency, and scalable operations.
General Responsibilities / Accountabilities:
- Own end‑to‑end IT Support services (Incidents, Requests, Problems, Changes) ensuring SLA, OLA, and business adherence.
- Lead Major Incident (P1/P2) management, including coordination, communication, decision‑making, and Root Cause Analysis (RCA).
- Act as Service Owner for the IT Support operating model (on‑site, remote, WFH, on‑call), ensuring effectiveness and scalability.
- Drive continuous service improvement initiatives based on operational data, risk trends, and user experience feedback.
- Provide formal people leadership, including task prioritization, performance feedback, mentoring, and capability development.
- Ensure compliance with ITIL v4 practices, security requirements, audit controls, and internal governance.
- Serve as primary operational interface with Business stakeholders, Global IT, Security, and Compliance teams.
- Plan and coordinate maintenance activities and ensure controlled execution with minimum business impact.
Qualifications (Education / Experience / Certification)
Technical:
- Bachelor’s degree in information technology, Systems Engineering, or related field (mandatory).
- 7–10 years of experience in IT Desktop support, IT network support or IT Service Management in enterprise environments.
- Proven experience leading IT operations and acting as escalation point during incidents.
- Strong practical knowledge of ITIL v4 service management practices.
- Solid exposure to End‑User Computing environments (Windows, M365, collaboration platforms).
- Operational understanding of TCP/IP networking, security fundamentals, access management, and infrastructure dependencies as per client solutions.
- English proficiency at conversational level and technical levels.
Certifications:
- ITIL v4 Certification (desirable).
- Microsoft M365 / Endpoint / Security fundamentals (preferred).
- Agile or Service Improvement certifications (desirable).
Personal:
- Clear and effective communication with technical and non‑technical stakeholders.
- Strong sense of ownership, accountability, and structured decision‑making under pressure.
- Customer‑centric mindset with focus on service quality and business impact.
- Analytical and proactive problem‑solving approach.
- Ability to balance day‑to‑day operations with continuous service improvement initiatives.