Service Delivery Manager (Ref 26628)

Responsibilities

• Oversee L1, L2, and L3 support, ensuring incidents and service requests are triaged, resolved, or escalated within SLA

• Manage the service desk, including ticket quality, escalation paths, and shift coverage

• Manage problem management and root cause analysis to prevent recurring issues

• Coordinate corrective, preventive, and adaptive maintenance, including patching and upgrades

• Plan and control changes and releases, including emergency fixes and maintenance windows

• Monitor system health, availability, and performance, and act on alerts and trends

• Lead major incident response, communication, and post-incident reviews

• Manage vendors and third-party support against contractual SLAs

• Maintain runbooks, knowledge base, and operational documentation to enable L1 resolution and reduce escalations

• Ensure security and compliance, including vulnerability remediation and audit readiness

• Report on support performance and maintenance activities in regular service reviews

• Track support budgets, licences, and renewals, and manage the service risk register

Requirements

• Bachelor’s degree in IT, Computer Science, Engineering, or a related field (or equivalent experience)

• 5-8 years in application or infrastructure support and maintenance, including 2+ years in a lead or managerial role

• Experience managing multi-tier support (L1 to L3) for production systems under SLA

• Strong incident, problem, and change management background

• Experience coordinating vendors and handling customer escalations

• ITIL 4 Foundation; PMP, PRINCE2, or cloud certifications such as AWS or Azure (preferred)

Licence no: 12C6060