Job Description
ABOUT THE JOB Manage day-to-day service delivery activities including SLA monitoring, incident management, problem management, service requests, and change management using tools such as ServiceNow. Coordinate with internal stakeholders, business units, and vendors to ensure timely issue resolution and service performance. Support procurement coordination and vendor management activities for IT tools and services. Drive continuous improvement initiatives by automating operational workflows, monitoring processes, ticket handling, and reporting activities. Work closely with engineering and operations teams to enhance ServiceNow workflows, ticket lifecycle management, and service catalog structures. Define, track, and report KPIs/KRIs related to service performance, operational efficiency, and risk management. Prepare regular Service Delivery Reports covering SLA adherence, incident trends, operational metrics, and asset tracking. Maintain and improve CMDB accuracy, asset inventory management, and operational documentation. Collaborate with cross-functional teams including Operations, Infrastructure, Engineering, Governance, and external vendors to ensure smooth service delivery. Support process standardization and operational governance aligned with ITIL best practices. Exposure to security operations, SecOps workflows, or security service management is a plus but not mandatory. ABOUT YOU Bachelor’s Degree in Computer Science, Information Technology, Engineering, or related fields. 3-5 years of experience as a Service Delivery Manager, IT Service Delivery, or Infrastructure support. Hands-on experience with ServiceNow ITSM modules or equivalent ticketing/service management platforms. Good understanding of SLA management, incident/problem management, and operational reporting. Experience in process improvement, workflow automation, and stakeholder management. Familiar with ITIL practices and service governance frameworks. Experience working with vendors and cross-functional regional teams is preferred. Exposure to security service delivery or IT security operations is considered a nice-to-have. Certifications such as ITIL Foundation or ServiceNow are advantageous. Good communication skills in English, both verbal and written.
