Service Delivery Manager Job Description
This role involves overseeing the end-to-end IT product management process for distributed managed OS. The successful candidate will be responsible for protecting all service-oriented non-technical processes to ensure seamless IT operations.
The job requires managing non-technical service-oriented processes within a formal ITIL Enterprise Foundation framework (ITSM). Focus on QoS, process evolution, design, and operations for distributed managed OS product teams is also expected.
The Service Delivery Manager will act as a governance, escalation, and coordinating instance to reduce MTTR, MTTA, MTTF, and MTBF scenarios. This includes managing operational support service provider partners to ensure high-quality and service alignment.
The ideal candidate will oversee relevant KPIs, SLAs, OLAs for the product team and establish proactive communication to optimize and support trends like AI-Ops, shift-left activities, proactive incident avoidance, and automation.
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Key Responsibilities
* Manage all non-technical service-oriented processes within a formal ITIL Enterprise Foundation framework (ITSM).
* Focus on QoS, process evolution, design, and operations for distributed managed OS product teams.
* Act as governance, escalation, and coordinating instance to reduce MTTR, MTTA, MTTF, MTBF scenarios.
* Manage operational support service provider partners to ensure high quality and service alignment.
* Oversee relevant KPIs, SLAs, OLAs for the product team and establish proactive communication.
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Requirements
* Senior and advanced experience managing ITIL/Prosci related enterprise environments.
* Good understanding of enterprise IT environments, especially managed OS and databases.
* Knowledge of both current and legacy operating systems and databases.
* Deep understanding of QoS frameworks and management.
* Advanced knowledge of ITIL V3/V4 service delivery processes.
* Experience with ITSM process structures like Incident, Problem, Change management.
* Interest in future-oriented cloud solutions and platforms.
* Leadership and organizational skills with the ability to guide and mentor teams.
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Benefits
* Autonomous, team-oriented, and well-organized work style.
* Interest in AI-Ops solutions for operational support optimization.
* Open-mindedness, strong communication, and stakeholder management skills.
* Experience working in multicultural, distributed environments.
* Upper intermediate or higher English proficiency.
* Customer-centric, result-oriented, with influencing skills and process analysis abilities.
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