IT Service Delivery Manager (with AI experience)

The IT Service Delivery Manager is responsible for overseeing and managing the delivery of high-quality IT services to meet business needs. This role ensures the efficient operation of IT service delivery processes, collaborates with cross-functional teams, and aligns IT services with organizational objectives.

Key responsibilities

Manage the end-to-end delivery of IT services, ensuring adherence to SLAs and quality standards. Develop and implement service delivery policies, procedures, and frameworks. Monitor and report on service performance metrics, identifying areas for improvement. Act as the primary point of contact for clients and stakeholders regarding IT service delivery. Build and maintain strong relationships with internal teams. Communicate service updates, changes, and incident resolutions effectively. Oversee the resolution of high-priority incidents and manage escalations. Conduct root cause analysis and ensure the implementation of corrective actions. Manage and allocate resources to meet service demands. Identify and implement initiatives to enhance service delivery processes.

About you

Bachelor's degree in IT, Computer Science, STEM or related field. Minimum 3+ years of experience in IT service delivery or a related role. Proven experience managing IT projects, teams, and processes. Experience in AI-related projects. Familiarity with ITIL frameworks and best practices (certification preferred). Knowledge of IT infrastructure, cloud technologies, and enterprise applications. Experience with tools like ServiceNow, Jira, or equivalent service management platforms. Strong leadership and team management skills. Excellent communication and interpersonal abilities. Problem-solving mindset with a focus on client satisfaction.