Service Delivery Manager - Incident Management

Description :

Role : SERVICE DELIVERY MANAGER

Job Description :

• 8+ years of experience in IT service delivery, with at least 3 years in an SDM role.
• Strong knowledge of ITIL framework and service management best practices.
• Hands-on experience in managing EUS operations, including desktop support, remote support, and service desk functions.
• Excellent stakeholder management, communication, and leadership skills.
• Experience working in an IT-managed services or outsourcing environment.
• Ability to handle high-pressure situations and manage escalations effectively.
• Strong analytical and problem-solving skills with a focus on continuous improvement.
• Travel may be required based on business needs.
• Flexibility to work in different shifts, including 24x7 operations if needed.

The Service Delivery Manager (SDM) is responsible for ensuring seamless IT support services for end users, managing service delivery teams, and ensuring compliance with SLAs. The SDM will work closely with stakeholders to drive efficiency, improve service quality, and enhance the overall user experience.

Key Responsibilities :

Service Delivery & Operations Management :

Stakeholder & Customer Management :

Team Leadership & Performance Management :

Incident & Problem Management :

Process Improvement & Automation :

Compliance & Reporting :

(ref : hirist.tech)