[Hiring] SERVICE DELIVERY MANAGER @Excis Compliance ltd

Role Description

We are looking for a highly organized and relationship-focused Service Delivery Manager to lead and manage end-to-end projects—from conception to deployment—ensuring successful delivery, customer satisfaction, and alignment with business goals.

• Ensure consistent delivery of IT services aligned with SLAs, KPIs, and business requirements; manage service operations, monitor performance, and drive continuous improvements.
• Implement and manage ITIL-based processes including Incident, Problem, Change Management, Service Request Fulfilment, and Service Level Management, ensuring alignment with ITSM best practices.
• Utilize ServiceNow for incident logging, tracking, resolution, problem management, change approvals, service catalogue, and generate reports and dashboards for operational performance.
• Provide oversight for break/fix support across desktops, laptops, servers, and infrastructure; support troubleshooting of Microsoft Windows desktop and Windows Server environments.
• Act as primary contact for service escalations, conduct service review meetings, and ensure high customer satisfaction.
• Lead major incident management, minimize downtime, and ensure root cause analysis with preventive actions.
• Identify opportunities to enhance service efficiency and reliability using ServiceNow analytics and reporting.
• Produce service performance and SLA compliance reports, track incident trends and operational metrics, and ensure adherence to governance, security, and compliance policies.

Qualifications

• Strong knowledge of ITIL-based IT Service Management with ITIL certification preferred.
• Hands-on experience with the ServiceNow ITSM platform for managing service operations.
• Proven experience in break/fix support environments with technical background in Microsoft operating systems and infrastructure.
• Bachelor’s degree in IT, Computer Science, or related field with 5–10 years of experience in IT service delivery, operations, or technical support.
• Strong leadership, communication, stakeholder management, and problem-solving abilities.

Benefits

• Be part of a collaborative and innovative global team driving industry-leading IT solutions.
• Work remotely from anywhere with reliable internet access.
• Professional growth and continuous learning opportunities.
• Competitive compensation (commensurate with experience and local market rates).
• Meaningful career advancement and the chance to contribute to the success of a global leader in IT services.