Service Delivery Manager – Senior

Stack

Responsibilities

• ▹Take end-to-end ownership of assigned services, ensuring operational stability, reliability and continuous improvement
• ▹Lead Incident, Problem and Change Management processes following ITIL best practices
• ▹Coordinate major incidents by bringing together cross-functional teams and ensuring timely resolution
• ▹Drive Root Cause Analysis and track corrective and preventive actions to completion
• ▹Own the Change Management process, including planning, risk assessment, impact analysis, approvals and governance
• ▹Monitor service health using SLAs, SLOs, KPIs and operational metrics
• ▹Drive Continuous Service Improvement initiatives based on incident analysis, trends, customer feedback and business needs
• ▹Ensure operational readiness for new services, features and infrastructure changes
• ▹Collaborate with Engineering, Product, Support and Technical Account Management on service delivery
• ▹Facilitate service reviews, post-incident reviews and operational reporting for technical and business stakeholders
• ▹Contribute to the evolution of Service Management processes, governance and best practices

Requirements

• ▹3+ years of experience in Service Management, Service Delivery or Technical Operations in complex IT environments
• ▹Practical experience with Incident, Problem and Change Management processes
• ▹Good understanding of ITIL principles and IT Service Management best practices
• ▹Experience with ITSM platforms such as Jira Service Management, ServiceNow or PagerDuty
• ▹Strong understanding of SLA, SLO, KPI and service performance management
• ▹Experience coordinating cross-functional teams during production incidents and operational changes
• ▹Strong stakeholder management, communication, facilitation and decision-making skills
• ▹Analytical mindset with the ability to identify operational risks and prioritise improvements
• ▹Ability to work effectively in a fast-paced environment with multiple stakeholders and competing priorities
• ▹Upper-Intermediate or higher level of English

Soft skills