Job Description

Role Profile

The IT Service Delivery Manager is responsible for ensuring highquality delivery of IT services across the organisation in line with SLAs. This role oversees service performance, oversees ticket management, drives continuous improvement, and ensures that IT services align with business needs.

The ideal candidate will works closely with technical teams, vendors, and business stakeholders to maintain service stability and enhance user satisfaction, driving a customercentric culture within the TechTeam.

The SDM should have a broad understanding of cloud, infrastructure and applications in order to understand the service delivery landscape, ensuring effective communication with strategic partners, technical teams and key stakeholders.

Responsibilities

• Own the end-to-end delivery of IT services to internal teams across Helping Hands.
• Manage and support cross-functional technical teams to resolve service issues efficiently.
• Ensure incident, problem, and change management processes are adhered to according to ITIL Principles.
• Support in the management of supplier relationships and third-party service providers to ensure value, quality and compliance.
• Support cost-effective delivery of IT services by monitoring resource allocation and service performance.
• Provide input to procurement, budgeting, and vendor performance evaluations as needed.