We are seeking an experienced Service Delivery Manager to oversee IT operations and service management for a key client. This is a contract-based opportunity, ideal for a professional with a strong background in IT service delivery, infrastructure management, and cybersecurity services.
Key Responsibilities:
- Lead a team of technical support engineers to ensure smooth IT operations and service delivery.
- Act as the face of IT, managing client IT infrastructure and operations.
- Build and maintain strong relationships with clients at both management and operational levels.
- Oversee service delivery, IT operations, and on-site resource deployment to enhance client satisfaction.
- Support change requests and impact assessments for contracted cybersecurity managed services.
- Partner with internal teams to review processes and drive continuous improvement.
- Ensure business needs are understood, documented, and reflected in service solutions.
- Conduct periodic business reviews and address client concerns effectively.
- Maintain security and confidentiality of client information while proactively identifying service improvement opportunities.
Requirements:
- 12+ years of overall experience, including 5+ years in a service delivery management role.
- Strong expertise in ITSM, ITIL, service delivery, and cybersecurity operations.
- Proven ability to lead discussions around support and managed services for enterprise clients.
- Experience managing contracts, client relationships, budgets, and service KPIs.
- Knowledge of security, infrastructure, applications, and desktop management.
Preferred Certifications:
- ITIL v3 (Intermediate or higher), SCRUM, Agile Service Delivery
- CISM or CISSP, Cloud Certifications, and other relevant technology certifications
