Service Delivery Manager
Core
Lead application managed services for a public administration client, owning end-to-end service performance from SLAs and incident resolution to releases and go-lives.
Role type
Senior Service Delivery Manager
Builds
Application managed services for public administration clients
Domain
IT Service Management / Public Administration
Required skills
SLA management, multi-tier team leadership (Tier 1-3), stakeholder management, ITIL processes, release management, root cause analysis, ITSM tooling
Preferred skills
ITIL 4 certification, PMP/PRINCE2, Agile delivery, service transition experience
Technologies
ServiceNow, Jira Service Management
Responsibilities
Oversee end-to-end delivery of application managed services, lead and mentor a multi-tier support team, act as main point of contact for stakeholders and vendors, analyze ticket trends to drive continuous improvement, coordinate release readiness and cutover planning
Seniority
Senior, hands-on IC