Information Technology Service Delivery Manager
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We are seeking a proactive Customer Delivery Manager to oversee and deliver high-quality IT service management aligned with ITIL best practices. The role will be responsible for driving Continual Service Improvement (CSI) initiatives, managing Service Improvement Plans (SIPs) and Service Review Meetings (SRMs) with internal and external stakeholders, and ensuring services consistently meet or exceed agreed KPIs and SLAs. You will coordinate service management processes, oversee ITSM ticket management, produce regular performance reports, manage service risks and compliance, and maintain key service documentation including SharePoint hubs, SOPs and operational manuals. Acting as a key point of contact for clients and partners, you will build strong relationships, support supplier governance, lead service reviews, manage complaints and escalations, and coordinate major incident responses (P1/P2). The role requires strong service desk and managed services experience, excellent stakeholder management and communication skills, and a solid understanding of ITIL frameworks, ITSM platforms, and service delivery operations