Service Delivery Manager

• Lead the delivery of IT services in accordance with agreed-upon SLAs, to meet business
  

requirements and ensure high levels of customer satisfaction.

• Develop and implement IT service management strategies, policies, and procedures in
  

alignment with industry best practices (ITIL framework) to streamline operations and improve efficiency.

• Establish and maintain ITSM processes, including incident management, problem management, change management, release management, configuration management, and service request fulfillment.
• Maintain and manage the ServiceNow ITSM module
• Ability to drive process optimization through ServiceNow.
• Monitor key performance indicators (KPIs) and service level targets to measure the
  

effectiveness and efficiency of IT services, identify areas for improvement, and drive continuous service improvement initiatives.

• Build and maintain strong relationships with internal stakeholders and external clients, serving as the primary point of contact for service delivery-related inquiries and escalations.
• Conduct regular meetings to review service performance, address concerns, and identify
  

opportunities for service enhancements.

• Oversee the incident and problem management processes, ensuring timely resolution of issues and minimizing the impact on business operations.
• Coordinate with technical teams to investigate root causes of incidents and implement