Muller's Solutions is seeking an experienced Service Delivery Manager to lead and oversee managed IT services across Service Desk, Field Support, and Inventory Management functions. The ideal candidate will ensure high-quality service delivery, drive operational excellence, manage distributed teams, and maintain strong stakeholder relationships while meeting agreed SLAs and KPIs.
Key Responsibilities
- Drive SLA and KPI achievement and provide regular service performance reports to senior stakeholders.
- Lead and govern Service Desk, Field Support, and Inventory Management teams.
- Coordinate managed service delivery across multi-vendor and cross-functional teams.
- Manage team scheduling and workforce planning for shift-based operations.
- Develop and execute individual development plans for team members.
- Ensure effective incident, problem, and escalation management through structured governance.
- Identify opportunities to improve service delivery processes and operational efficiency.
- Build and maintain strong relationships with internal and external stakeholders.
- Communicate effectively with technical teams, business users, and senior management.
- Lead operational problem-solving initiatives and drive continuous service improvement.
Requirements
- Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field.
- ITIL V4 Foundation Certification (Mandatory).
- Proven experience managing 30+ member managed service teams across multiple locations.
- Experience managing shift-based IT support operations.
- Strong knowledge of IT Service Management (ITSM) processes and best practices.
- Hands-on experience with ServiceNow or similar ITSM platforms.
- Expertise supporting endpoint technologies, including:
- Laptops and desktops
- Mobile devices
- Meeting room and collaboration systems
- Experience coordinating services across multi-vendor environments.
- Strong leadership, people management, and coaching skills.
- Excellent stakeholder management and communication skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Ability to drive operational excellence and continuous improvement initiatives.