Introduction

Our client is seeking a vibrant individual to join their team as a Service Delivery Manager.

Purpose

The Service Delivery Manager owns the companies service delivery framework. You are accountable for SLA performance, ITSM governance, incident and change management, and the operational reporting that keeps the Head of operations and stakeholders informed. This is not a team management role. It is a senior individual contributor role that requires deep operational discipline, ITSM expertise and the credibility to hold delivery teams accountable to agreed standards.

Duties & Responsibilities

• SLA Ownership and Service Performance
  • Own the companies SLA framework: define, document and maintain service level agreements across all capability streams
  • Track and report SLA performance: uptime, MTTR, MTBF, ticket SLA compliance and breach trends
  • Produce a monthly service performance r...