We are looking for a motivated and customer-focused Service Delivery Manager to support the delivery and improvement of our support services. This is an exciting opportunity for someone with a solid foundation in IT service delivery or enterprise support who is ready to take the next step in their career. You will work closely with senior managers and cross-functional teams to ensure high-quality service delivery and contribute to continuous improvement initiatives.
This role will report to the Service Delivery Services Function.
Key Responsibilities:
Service Quality & Performance Support
· Assist in tracking and reporting on customer SLAs and KPIs.
· Support implementation of service quality processes and help identify opportunities for service improvement.
· Help coordinate incident and problem resolution activities.
· Compile and prepare regular service performance reports
Customer Relationship Support
· Maintain regular contact with assigned support customers.
· Help organise and participate in service review meetings.
· Assist with managing support escalations under senior guidance.
Change Management Support
· Assist in coordinating change requests, ensuring proper documentation and approvals are in place.
· Track the impact of changes on service delivery and escalate if issues arise.
Continuous Improvement
· Help identify inefficiencies in service delivery processes and suggest improvements.
· Participate in improvement initiatives focused on customer satisfaction and operational excellence.
· Support implementation of service quality processes and help identify opportunities for service improvement.
Skills, Knowledge & Expertise:
· 2–5 years of experience in IT service delivery, support coordination, or a similar role
· Familiarity with enterprise applications, preferably Microsoft Dynamics or related platforms.
· Basic understanding of ITIL principles and service lifecycle stages.
· Experience using ITSM tools like ServiceNow or similar.
· Willingness to learn, take initiative, and grow into a senior service delivery role.