It Service Delivery Manager

About the Role : We are seeking a highly motivated and customer-focused Service Delivery Manager to join our dynamic Digital team.

In this pivotal role, you will be the bridge between our digital technology solutions and the business units they serve, ensuring the seamless, high-quality, and efficient delivery of digital services.

You will champion service excellence, drive operational efficiency, and cultivate strong relationships with stakeholders and vendors to continuously enhance our digital ecosystem.

If you are passionate about digital transformation, possess a keen eye for detail, and thrive in a fast-paced, evolving environment, this is an exciting opportunity to make a significant impact.Key Responsibilities : End-to-End Service Delivery Management : Oversee the entire lifecycle of digital services, from deployment to ongoing operations, ensuring adherence to established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

Monitor, analyze, and report on key performance indicators (KPIs) for digital services, identifying trends and areas for improvement.Proactively identify and address potential service delivery issues before they impact business operations.Stakeholder & Customer Relationship Management : Serve as the primary point of contact for business stakeholders regarding digital service performance, issues, and new requirements.Build and maintain strong, collaborative relationships with internal teams (e.g., Marketing, E-commerce, Data, IT Development, Infrastructure) and external partners.Regularly communicate service status, performance reports, and progress on initiatives to all relevant stakeholders.Incident, Problem, and Change Management : Lead the coordination of incident resolution for digital services, ensuring timely and effective communication, root cause analysis, and preventive actions.Drive problem management efforts to eliminate recurring incidents and improve overall service stability.Manage change requests impacting digital services, ensuring proper planning, communication, testing, and minimal disruption to operations.Vendor Performance Management : Manage relationships and performance of third-party vendors and service providers critical to digital service delivery (e.g., SaaS providers, hosting partners, digital agencies).

Monitor vendor compliance with contractual obligations and service level agreements, conducting regular performance reviews.Digital Service Improvement & Optimization : Identify opportunities for process improvement, automation, and efficiency gains within digital service operations.Champion initiatives to enhance the user experience, reliability, and security of digital platforms and applications.Collaborate with technical teams to implement enhancements and new features, ensuring operational readiness.Reporting & Communication : Develop and present comprehensive service performance reports, highlighting achievements, challenges, and actionable insights to senior management.Ensure clear, concise, and timely communication during service disruptions or major changes.Qualifications : Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.5+ years of experience in IT Service Management or Service Delivery, with a significant portion dedicated to digital services, e-commerce platforms, or web / mobile applications.Proven experience working in a fast-paced, high-stress digital environment, demonstrating adaptability and resilience.Strong understanding of digital technologies, cloud services (SaaS, PaaS), web architectures, and mobile application ecosystems.Solid knowledge of IT Service Management (ITSM) frameworks, particularly ITIL methodologies (ITIL certification preferred).

Exceptional communication skills, both written and verbal, with the ability to articulate complex technical information to non-technical stakeholders.Demonstrated ability to build strong relationships and influence cross-functional teams.Excellent problem-solving, analytical, and organizational skills.Experience with service desk tools (e.g., ServiceNow, Jira Service Desk) and performance monitoring tools is a plus.A customer-centric mindset with a strong commitment to service excellence.

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