Description and Requirements

Role DescriptionThe Service Delivery Manager is responsible for leading End User Computing (EUC), Desktop Support, Service Desk, and VIP Support operations to deliver high-quality IT services in line with agreed Service Level Agreements (SLAs). The role ensures seamless IT support, drives service excellence, manages customer relationships, and continuously improves operational efficiency through process optimization, automation, and effective stakeholder management. The incumbent will lead cross-functional teams, manage escalations, oversee vendor performance, and ensure customer satisfaction while maintaining a secure and reliable IT environment.

Key Responsibilities:

Lead and manage Desktop Support, IT Service Desk, and VIP Support operations to ensure consistent, high-quality service delivery.

Ensure compliance with Service Level Agreements (SLAs), Key Performance Indicators (KPIs), a...