We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking.
The Service Delivery Manager plays a pivotal role in identifying customer needs and ensuring the seamless operation of services in line with industry standard ITSM processes. The ideal candidate needs to possess deep expertise in ITIL and ITSM frameworks, strong stakeholder management skills, and proven leadership capabilities to drive service excellence and continuous improvement.
Key Responsibilities: Operational lead for incident / change / problem management, driving escalations, and root cause analysis in line with ITIL best practices.
Foster collaboration with cross-functional teams including network operations, technical leads, and other third-party vendors to ensure seamless service delivery and management for the customer.
Drive continuous service improvement initiatives and customer satisfaction in line with agreed contractual arrangements.
Own the overall ITSM governance framework, analyse KPIs and drive corrective actions to improve services and other operational efficiencies.
Ensure all contractual reporting obligations on service level agreements (SLAs) and other critical deliverables are fulfilled within agreed timeframes.
Skills: Minimum of 5 years' experience working in a similar role.
Experience working in the Telecommunications environment is preferable.
Passion and drive for continual service improvement to drive efficiency outcomes for the customer and business.
Ability to influence and negotiate with other stakeholders within a multi-vendor customer environment.
ITIL certified or demonstrated knowledge and experience in working in an ITIL environment.
Leadership experience with ability to nurture and inspire other staff working on the