Service Delivery Manager

Role Summary

Key Responsibilities

• Lead the delivery of Enterprise ICT Managed Services in accordance with contractual SLAs, KPIs, and operational governance frameworks.
• Manage end-to-end Service Delivery, Incident Management, Major Incident Management, Problem Management, Change Management, and Continual Service Improvement (CSI).
• Ensure operational excellence across Network Operations, Service Assurance, Field Operations, and Technical Support functions.
• Drive service performance, operational efficiency, customer satisfaction, and continuous improvement initiatives.
• Act as the primary escalation point for service delivery and executive customer engagement.
• Lead operational governance meetings, service reviews, KPI reporting, risk management, and service improvement programs.
• Ensure compliance with ITIL best practices, operational procedures, and service governance standards.
• Manage cross-functional teams, vendors, and stakeholders to ensure seamless service delivery.

Mandatory Qualifications & Experience

• Bachelor's degree in Information Technology, Computer Science, Telecommunications, Engineering, or a related discipline.
• Minimum 12 years of experience within the Telecommunications industry, with a strong focus on Enterprise ICT Managed Services.
• Minimum 5 years of experience as a Service Delivery Manager supporting large-scale Telecom Managed Services operations.
• Mandatory experience working with a Tier-1 Telecommunications Operator or a leading Telecom Managed Services Provider.
• Proven experience managing 24x7 Enterprise ICT Managed Services with contractual SLA, KPI, OLA, and governance responsibilities.
• Demonstrated expertise in: Service Delivery Management, Service Assurance, Incident Management, Major Incident Management, Problem Management, Change Management, Continual Service Improvement (CSI), and Customer & Executive Stakeholder Management.
• Strong technical understanding of Enterprise ICT technologies, including: MPLS, SD-WAN, Enterprise WAN, Internet Services, Data Centre & Cloud Services, Collaboration Solutions, and Managed Security Services.
• Hands-on experience with OpenText Service Manager, Oracle Siebel, or equivalent enterprise ITSM platforms.
• Strong leadership experience managing multidisciplinary technical and operational teams within a mission-critical 24x7 environment.

Mandatory Certifications

• ITIL 4 Managing Professional (MP) or ITIL 4 Strategic Leader (SL).
• Project Management Professional (PMP) certification.
• IMPORTANT - HOW TO APPLY: Applicants must combine their CV and copies of all certifications (ITIL 4 MP/SL, PMP, and any other relevant certifications) into a SINGLE PDF file and upload it as their resume/CV attachment.
• Applications without certification copies attached to the CV may not be considered.