Service Delivery Manager – Managed Services

Own end-to-end service delivery governance across multiple managed services accounts, including service performance, SLA/OLA compliance, contractual deliverables, customer satisfaction and continual improvement Conduct structured weekly and monthly service reviews covering SLA achievement, ageing, backlog, recurring incidents, major incidents, problem records, changes, risks, capacity, availability and improvement actions Define, track and report account-level KPIs through accurate dashboards, service review packs and executive summaries Act as the senior operational point of contact for customers, service owners, account managers, technical teams and third-party vendors Manage service escalations, ensure timely communication, drive recovery plans and maintain accountability through closure and customer acceptance Identify service risks, scope gaps, demand growth and commercial improvement opportunities; coordinate with sales, account management and delivery leadership as required Lead L1 IT Service Desk and service management operations, ensuring effective ticket logging, categorization, prioritization, assignment, escalation, resolution, and closure in line with ITIL practices Govern NOC monitoring, event management, alert response, incident coordination, availability monitoring and proactive fault identification across network, server, cloud, and business-critical services Maintain operational discipline for shift rosters, handovers, escalation matrices, on-call coverage, knowledge articles, runbooks and standard operating procedures Ensure high-quality incident, service request, change, problem, configuration, and knowledge management processes Lead major incident management, stakeholder communication, root-cause analysis, and corrective/preventive action tracking Manage Production Support teams responsible for monitoring and supporting business-critical applications, interfaces, middleware, batch processes and associated infrastructure Coordinate application, database, network, cloud, security and vendor teams to restore services and minimize business impact Oversee Jumbo Group infrastructure and helpdesk support resources, including workload allocation, service quality, site support and performance management Drive operational readiness, patching coordination, backup monitoring, capacity planning, availability, vulnerability remediation and disaster recovery preparedness with relevant technical owners Plan and deliver infrastructure projects including enterprise Wi-Fi, LAN/WAN, server and storage platforms, data center services, cloud migration and cloud services, end-user computing and related upgrades Develop project charters, scope, schedules, resource plans, budgets, risk registers, communication plans, acceptance criteria and transition-to-operations plans Manage vendors, procurement dependencies, change control, quality assurance, testing, documentation, stakeholder acceptance and project closure Ensure every project has clear ownership, security and compliance review, operational readiness, knowledge transfer, support model and measurable benefits Lead, coach and develop a large, multi-disciplinary team of service desk analysts, NOC engineers, production support specialists, infrastructure engineers and project resources Set individual and team objectives, conduct performance reviews, identify training needs, build succession plans and maintain appropriate shift and leave coverage Manage suppliers and subcontractors against contractual SLAs, deliverables, quality, cost and governance requirements Promote a culture of ownership, customer service, collaboration, documentation, security awareness and continual improvement

Desired Candidate Profile

Strong practical knowledge of ITIL service management processes and service governance ITSM Tools support experience ITIL certification is required or strongly preferred Proven experience managing multiple customer accounts, service reviews, SLAs, escalations, vendors, and executive stakeholders Proven delivery experience across infrastructure projects such as enterprise Wi-Fi/networking, servers, data centre platforms, cloud migrations and cloud services Employment Type Full-time

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