Service Delivery Manager - 10688270

Competency: ServiceNow (ITSM)

Role Overview

We are seeking an experienced Service Delivery Manager (SDM) to own and govern end-to-end IT service delivery performance within a complex enterprise environment. The SDM ensures IT services are delivered in alignment with ITIL best practices, agreed SLAs, and business expectations.

This role acts as the key interface between business stakeholders, internal IT teams, and external service providers—driving operational excellence, service reliability, and continuous improvement.

• Own and govern ITSM operational processes: Incident, Problem, Change, and Request Management
• Monitor and report on SLAs, KPIs, CSAT, MTTR, and overall service performance
• Lead regular service reviews with stakeholders and vendors
• Drive continuous improvement initiatives across IT service operations
• Manage major incidents, escalations, and service risks effectively
• Coordinate internal teams, vendors, and managed service providers
• Ensure ITIL process adherence and support ITSM maturity growth
• Promote data-driven decision-making and service transparency
• Identify opportunities for service optimization and operational efficiency

• 8–10 years of experience in IT Service Delivery or IT Service Management roles
• Strong hands-on experience with ITSM tools, preferably ServiceNow
• Deep understanding of ITIL frameworks and service management best practices
• Proven experience managing SLAs, KPIs, and service reporting metrics
• Strong incident and major incident management experience
• Experience working with cross-functional teams and external vendors
• Excellent stakeholder management and communication skills
• Strong analytical mindset with a focus on continuous improvement

• IT Service Management (ITSM)
• ServiceNow platform expertise
• Incident, Problem & Change Management
• Service Performance Monitoring (SLAs, KPIs, CSAT, MTTR)
• Vendor & Stakeholder Management
• ITIL Process Governance
• Data-driven Service Optimization

• Experience in large enterprise or multi-vendor environments
• Exposure to service transformation or ITSM maturity programs
• Strong reporting and dashboarding capabilities