IT Service Delivery Manager

The IT Service Delivery Manager (SDM) is responsible for overseeing the delivery of IT operations, ensuring the smooth operation of IT application services, deliverables, and service level agreements, while maintaining a good working relationship with partners and local business units.

Roles and Responsibilities:

• Lead and manage the relevant IT operations teams and support staff, both local and offshore.
• Develop and implement IT service delivery processes and procedures to ensure efficient and effective service delivery.
• Monitor and manage the performance of IT systems and infrastructure, ensuring high availability, reliability, and security.
• Identify areas for improvement and implement solutions to enhance IT service delivery and operations.
• Work closely with other IT teams and departments to coordinate activities and resolve issues in a timely manner.
• Act as the primary point of contact for IT service delivery issues and escalations, ensuring timely resolution and communication with stakeholders.
• Develop and maintain relationships with third-party vendors and service providers to support IT service delivery requirements.
• Track and report on key performance indicators (KPIs) and metrics related to IT service delivery and operations.
• Stay current with industry trends and best practices in IT service delivery and operations management.

Minimum Job Requirements:

• Minimum of 5 years of experience working in IT Service Management or IT Operations, preferably with experience in day-to-day IT operations (incident, problem, change, service level management)
• Working experience in ITIL (certification is a plus) specifically on IT Operations / BAU
• General understanding of systems architecture, including IT infrastructure, applications, and network.
• Experience in working with non-IT business units, such as explaining technology jargon in layman’s terms and being able to manage business users during high-visibility / high-emotion situations is a must.
• Attention to detail and analytical thinking is a must.
• Project management or coordination skills are preferred.
• Knowledge of SDLC (traditional/Agile) is a plus.
• Understanding of security considerations, prevention, and control systems
• Bachelor’s degree in Information Technology, Engineering, or similar field
• Insurance or financial services industry experience is a plus.
• Strong change agent and can influence mindset and behaviors, including those of senior leaders.
• Passionate about agile, innovation and change and are excited to promote and embed them across the organization.
• Intellectually curious and love learning new skills and capabilities.
• Strong knowledge in agile ways of working including values, principles, practices, and tools.