Senior Service Delivery Manager

• Lead ITSM processes for key platforms, ensuring compliance with policies and best practices.
• Oversee daily operations to maintain stability, performance, and availability.
• Define, monitor, and report on SLAs and KPIs.
• Manage incidents, service requests, problems, and changes to minimise disruption.
• Drive root cause analysis and permanent resolution of recurring issues.
• Ensure consistent configuration, release, and change management.
• Collaborate with teams to plan, test, and deploy updates and enhancements.
• Support the transition of new features into ongoing service operations.
• Maintain documentation, procedures, and knowledge base resources.
• Act as primary liaison with vendors, ensuring service quality and compliance.
• Foster continuous improvement in service delivery processes and tools.

• At least 8 years experience in IT
• Skilled in managing vendors and stakeholders within complex organizational environments.
• Experienced in coordinating cross-functional teams to resolve operational issues.
• Proven ability to monitor, measure, and report on service performance
• Familiarity with service management or DevOps tools, such as Jira or equivalent systems, is a plus.
• Strong knowledge of ITSM frameworks (e.g., ITIL) and practical experience implementing service management processes.
• Demonstrated experience managing IT services, ideally for enterprise platforms such as CRM, ERP, or other critical business applications.
• Familiarity with PEGA is highly desirable

• Bachelor Degree in IT, Computer Science, or a relevant field

• Health Insurance
• Hybrid & Flexibility
• Training Centre

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