Key Responsibilities
- Manage end-to-end delivery of IT managed services in accordance with contractual SLAs and KPIs.
- Monitor service performance, availability, incident resolution, and customer satisfaction.
- Manage incident, problem, and change management processes in an ITIL-aligned environment.
- Handle escalations, root cause analysis (RCA), and corrective action plans.
- Prepare monthly and quarterly service performance reports and SLA dashboards.
- Conduct regular service review meetings with stakeholders.
- Coordinate with technical teams and third-party vendors to ensure timely service delivery.
- Manage risks, service issues, and continuous service improvement initiatives.
- Coordinate change control approvals for system upgrades, patches, and service changes.
- Maintain accurate service documentation and ensure compliance with agreed standards.
Requirements
- 10+ years of experience in IT service delivery management.
- Strong experience managing enterprise IT services against contractual SLAs and KPIs.
- Solid knowledge of ITIL-based incident, problem, and change management.
- Proven experience in escalation management, RCA, and service performance reporting.
- Experience coordinating cross-functional technical teams and external vendors.
- Strong stakeholder management, communication, and problem-solving skills.
- Experience with ServiceNow, Jira Service Management, BMC Remedy, or similar tools.
- Strong risk management and continuous service improvement capabilities.
- Excellent English communication skills.
Benefits
### Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- ITIL Foundation certification.
- PMP or equivalent project management certification.
- Additional service management certifications are an advantage.