Job Description

Roles & Responsibilities

Job Summary:

For our customer, one of the largest digital transformation companies in the region, we are seeking an experienced and dynamic Service Delivery Manager (SDM) with a strong background in End User Support to lead and optimise IT service delivery across our organisation. This role is ideal for someone who began their career in a technical role and successfully transitioned into service delivery management, bringing deep expertise in technology, user experience, and operational excellence. The successful candidate will manage the Service Desk, End User Support Services, and Identity & Access Management (IAM), ensuring high levels of customer satisfaction and alignment with business objectives. Proven success in transformation initiatives, award-winning service delivery, or recognised achievements will be highly valued.

Key Responsibilities:

• Lead and manage day-to-day End User Support operations, including Service Desk, desktop support, and IAM services.

• Define and manage SLAs, OLAs, and KPIs for IT services to ensure consistent, high-quality service delivery.

• Act as the primary point of contact for all service-related escalations and for communication with key stakeholders.

• Drive continuous improvement initiatives to enhance service performance, user satisfaction, and operational efficiency.

• Collaborate with cross-functional teams and vendors to align IT services with business needs and strategic objectives.

• Implement ITIL-based service management best practices and ensure compliance with internal and external standards.

• Develop and deliver service reporting dashboards and conduct regular reviews with business and IT leadership.

• Manage service improvement projects and transformation initiatives to deliver measurable business outcomes.

• Provide leadership for a geographically distributed team, fostering a customer-centric, accountable culture.

• Support budgeting, resource planning, and vendor management within the scope of end-user support services.

Desired Candidate Profile

• 10–15 years’ overall IT experience, with a significant portion in end-user support and service delivery management.

• Proven track record of managing Service Desk operations, IAM, and desktop and end-user support teams.

• Experience leading transformation programmes, tool migrations, or process optimisations with tangible outcomes.

• Solid background in project management, with the ability to deliver initiatives on time and within scope.

• Recognised for achievements, awards, or industry recognition in service delivery or customer experience.

• Excellent communication, stakeholder management, and leadership skills.

• Background in hands-on technical roles (such as desktop support and systems administration) before moving into SDM roles is highly desirable.

• Strong understanding of ITIL, with certifications such as ITIL v3/v4 preferred.
  

We are committed to fostering a diverse and inclusive workplace and welcome applications from all qualified candidates. As part of our commitment to improving gender diversity, we particularly encourage women to apply. All applications will be assessed on merit, based on skills, experience, and suitability for the role.