Service Delivery Manager ITIS

The Service Delivery Manager (SDM) is a senior leadership role responsible for end-to-end delivery of managed services and transformation engagements across a multi-technology portfolio spanning Applications Infrastructure Cloud Computing Digital Workplace and ServiceNow practices. The incumbent is the primary accountable owner for delivery excellence client satisfaction SLA compliance and sustainable business outcomes across global accounts.

Operating at the intersection of technology delivery client partnership and commercial governance the SDM drives measurable value through proactive service management operational rigour and continuous improvement. This role requires the ability to manage complexity across geographies technologies and stakeholder ecosystems while maintaining a consistent focus on client success and organisational growth objectives.

• Own end-to-end service delivery for assigned accounts ensuring all contractual SLA and OLA commitments are consistently met or exceeded.
• Govern incident problem change and request management processes in alignment with ITIL best practices; maintain a live ITSM governance log.
• Drive structured operational reviews weekly monthly and quarterly with delivery teams and client stakeholders producing actionable MoM outputs with tracked follow-through.
• Establish and maintain real-time service health visibility through monitoring dashboards reporting cadences and early warning mechanisms.
• Manage escalations with urgency and ownership ensuring root-cause analysis corrective action and transparent client communication are executed without delay.
• Oversee transition-in and transition-out activities for new accounts and renewals ensuring knowledge transfer completeness and delivery continuity.

• Serve as the primary client-facing representative for all delivery matters building trusted advisory relationships at CXO Director and operational levels.
• Lead structured governance cadences including Steering Committees Monthly Service Reviews and Executive Business Reviews (EBRs).
• Proactively communicate risks issues and opportunities to clients always framed with recommended actions rather than standalone problems.
• Achieve consistently high CSAT scores by embedding a client-first culture across all delivery teams and client touchpoints.
• Manage client expectations during service transitions technology changes and major incident periods with transparency and professionalism.

• Coordinate delivery across Applications Infrastructure Cloud Digital Workplace and ServiceNow practice streams ensuring integrated outcomes rather than siloed delivery.
• Align practice-level KPIs to overall account health metrics and client commercial objectives.
• Manage inter-practice dependencies handoffs and shared services models with clear ownership and SLA traceability.
• Maintain current awareness of technology roadmaps across all practices to proactively advise clients on lifecycle capacity and modernisation planning.

• Implement and maintain service governance frameworks aligned with ISO 20000 ITIL and client-specific compliance requirements.
• Maintain a live risk register for each account with mitigation plans reviewed and updated on a defined cadence.
• Ensure audit readiness across delivery processes including evidence management access control documentation and change records.
• Manage vendor and subcontractor governance including third-party SLA adherence and performance reporting.

• Manage account P&L with accountability for revenue recognition margin optimisation and cost-to-serve efficiency.
• Identify and pursue growth opportunities within existing accounts through proactive commercial engagement and value demonstration.
• Govern resource utilisation billing accuracy and contract change order processes to maintain commercial alignment.
• Provide pricing inputs renewal intelligence and commercial proposal support in collaboration with pre-sales and practice leadership.

• Establish and drive a formal CSI programme for each account tracking improvement initiatives against measurable baseline metrics.
• Champion automation AI-led operations and tooling adoption to reduce manual effort improve resolution speed and lower cost-to-serve.
• Lead knowledge management runbook creation and documentation standards to reduce key-person dependency and improve team resilience.
• Benchmark service performance against industry standards and drive innovation roadmaps that differentiate NewVisions delivery value proposition.

• Lead mentor and develop a team of delivery leads team leads and engineers across multiple technology towers and engagement types.
• Manage resource planning capacity forecasting and staffing to maintain optimal team composition for each engagement at all times.
• Drive team engagement capability development and retention through structured career conversations and transparent performance frameworks.
• Monitor and manage attrition risks; maintain succession plans and cross-training strategies to safeguard delivery continuity.

• Bachelors degree in Engineering Computer Science or Information Technology mandatory
• Masters in Business Administration (MBA) preferred; adds significant advantage for commercial and stakeholder dimensions

• ITIL 4 Foundation / Practitioner
• PMP Project Management Professional
• Microsoft Azure Administrator (AZ-104)
• AWS Certified SysOps Administrator
• Google Cloud Professional Cloud Architect
• ServiceNow CSA / CIS-ITSM
• Microsoft 365 Enterprise Administrator
• COBIT 5 / ISO 20000 Foundation

Required Experience:

Manager