About the role

The Service Delivery & Operations Manager oversees IT service delivery, ensuring performance meets SLAs and client satisfaction standards. They coordinate cross-functional teams, manage operational budgets, and drive continuous improvement initiatives while serving as the primary point of contact for service escalations.

What they look for

IT service delivery Operations management SLA management Stakeholder management Project management ITSM Team leadership Budget management Resource allocation Risk mitigation Cybersecurity operations Data center operations Strategic planning Problem-solving Communication Negotiation

Requirements

Candidates must hold a degree in Information Technology or Business Administration and possess at least 3 years of experience in IT service delivery management. Strong leadership, project management expertise, and familiarity with ITIL frameworks are essential for this role.

Benefits

Professional development Career growth Collaborative work environment

Full description

We are seeking an experienced and customer-focused Service Delivery & Operations Manager to oversee the delivery of IT services and ensure high levels of client satisfaction. The successful candidate will be responsible for managing service operations, monitoring service performance against agreed SLAs, coordinating cross-functional teams, driving continuous improvement initiatives, and serving as the key point of contact for customers on service-related matters. This role requires strong stakeholder management, problem-solving skills, and the ability to lead teams in a fast-paced environment while ensuring operational excellence and service quality.

Key Responsibilities:

Service Delivery

Ensure that all business service deliverable commitments are met to the highest standard
Serve as the main point of contact for major service escalations pertaining to the service deliverables committed
Support in the maintenance and improvement of the organizational service delivery competency profile
Assist in the establishment, refinement and standardization with any forms of relevant operational process 
Support in the supervision and management of the relevant service delivery teams in accordance with the organisation principles and values to meet the business needs
Ensure high levels of competency and operational excellence with the relevant project teams
Deputize, where necessary, in the supervision and accountability of the department’s daily activities and provide guidance as necessary
Manage operational team’s bandwidth and workload allocation according to the business needs
Ensure timely delivery of services when it comes to initialization of new projects awarded.
Define, develop and prepare any necessary relevant project management plans 
Manage and control internal definitions of project cost efficiency targets, while maintaining a high level of service delivery standards
Analyse and mitigate any potential risks pertaining to service delivery

Competency Development

Support in the evaluation of the operational team’s performance and determine milestones, training needs and progression
Scaffold operational team when assigning tasks of higher-level difficulties, where relevant
Plan for internal delivery capabilities across spectrum of projects, e.g. assignment, training and optimization of deployment of R-DOT specialists for higher-value business services for Data Centre, Cybersecurity Operations.

Business Development 

Serve as primary point of contact for relevant operational matters
Provide input and feedback on customer satisfaction levels 
Provide insight on customers’ business goals, forecast, plans
Develop scope and budget for operational delivery pertaining to organic business growth 
Anticipate and analyse existing customers’ inquiries and needs, determine delivery goals, plan and manage operational execution with the relevant business supporting units
Build and maintain positive relationships with customers for potential business growth
Assist the business development team with operational related requirements and discussions
Support the business needs in terms of conceptualization of the required service delivery capabilities as well as the relevant cost based on Client requirements.

Internal controls

Liaise, plan, negotiate and develop processes with internal stakeholders to ensure high levels of efficiency for service delivery team

Others

Provide ongoing training and development opportunities for team members.

Degree in Information Technology, Business Administration, or related field.
Minimum 3 years of experience in IT service delivery management or related roles.
Sound understanding of project management principles and IT Service Management (ITSM) frameworks.
Proven track record of managing service delivery for IT services for Public Sector
Strong leadership abilities with the capability to motivate and develop teams.
Excellent communication, negotiation, and interpersonal skills.
Strong problem-solving skills and the ability to think strategically.
Experience in budget management and resource allocation.
Relevant certifications in project management (PMP, PRINCE2) and ITIL are a plus.

We provide:

Opportunities for professional development and career growth
A collaborative and supportive work environment

We regret to inform that only shortlisted candidates will be notified. Thank you for indicating your interest in joining our team.