Service Delivery Manager

Inbox Business Technologies is seeking a dedicated and experienced Service Delivery Manager to ensure effective delivery of IT services to our clients. The Service Delivery Manager will be responsible for managing the service delivery process, ensuring that all services meet the agreed-upon service level agreements (SLAs) and customer expectations. This role involves working closely with clients to identify their needs, managing a team of service delivery professionals, and ensuring the successful execution of service delivery initiatives.

Key Responsibilities:

• Manage day-to-day operations of the IT Service Desk and support teams.
• Ensure effective implementation and adherence to ITIL/ITSM processes, including Incident, Service Request, Problem, and Change Management.
• Maintain and continuously improve service levels through monitoring KPIs and SLAs.
• Coordinate with internal technical teams to ensure timely resolution of high-priority incidents and issues.
• Develop and maintain service performance dashboards and regular reporting for leadership.
• Act as the primary escalation point for service-related issues, ensuring timely and transparent communication with all stakeholders.
• Lead or contribute to IT service improvement initiatives and related projects.
• Conduct regular service reviews to gather feedback and enhance user satisfaction.
• Train, mentor, and evaluate the performance of IT support personnel.
• Manage vendor and service provider relationships, ensuring consistent quality and adherence to contractual SLAs.
• Promote a culture of excellence, accountability, and continuous service improvement within the IT support function.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation certification (v3 or v4) is mandatory; higher-level ITIL certifications will be an advantage.
• 6–10 years of experience in IT Service Management, including 3+ years in a leadership or managerial role.
• Strong understanding of ITSM tools and reporting (e.g., ServiceNow, BMC Remedy, etc.).
• Excellent verbal and written communication skills.
• Strong interpersonal and stakeholder management abilities.
• Proven ability to lead and motivate support teams in a fast-paced environment.
• Pleasing personality, approachable demeanor, and professional attitude.
• Experience in managing vendors and external service providers.

• Preferred Attributes:
• Certification in project management (PMP, PRINCE2) is a plus.
• Experience in managing support for enterprise-level systems and infrastructure.
• Strong analytical and problem-solving skills.