Service Delivery Manager
2 weeks ago
Department: Systems Operations and Support
Location: Hybrid
Job Overview
We seek a highly skilled Service Delivery Manager to join our Systems Operations and Support team. You'll oversee operational performance and stability of business-critical systems, ensuring seamless service delivery. This role involves orchestrating successful service transitions and driving continuous improvement. Ideal candidates have a strong background in technology systems operations, especially within the telecommunications industry.
Responsibilities
Service Delivery: Oversee incident management, root cause analysis, change management, and operational performance.
Service Transition: Lead transitions from project teams to BAU support, define acceptance criteria, and track outstanding issues.
Collaboration: Act as the primary interface between SysOps, Business, and Customer Operations, building strong relationships and facilitating regular meetings.
Person Specification
Essential Criteria
~5+ years of experience in IT service delivery or systems operations
~ Strong track record in incident and problem management
~ Experience managing business-critical systems
~ Proven experience in service transitions
~ Experience in stakeholder management
~ Problem-solving and analytical capabilities
~ Ability to manage multiple priorities
Desirable Criteria
Experience in the broadband or telecommunications industry
Familiarity with DevOps practices
Qualifications
ITIL v4 Foundation or equivalent certification
Project or Service Management certification (e.g., PMP, PRINCE2)
ITIL Expert or intermediate level certifications
Agile/Scrum certifications
Skills and Attributes
Excellent communication and collaboration skills
Leadership qualities
Organizational and strategic thinking
Solution-oriented mindset
Strong relationship-building abilities
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