Job Description
Roles & Responsibilities
We are seeking an experienced and dynamic IT Service Delivery Head to lead our IT service management team and ensure seamless delivery of IT services across the organization. The ideal candidate will have strong leadership skills, deep technical knowledge, and proven experience in managing IT operations, service delivery, and client satisfaction.
Key Responsibilities:
- Oversee the end-to-end IT service delivery function, ensuring high-quality services aligned with business objectives.
- Manage IT service desk, infrastructure, application support, and other IT operations.
- Define and implement IT service management processes (ITIL framework preferred) to improve efficiency, reliability, and service quality.
- Monitor performance metrics, SLAs, and KPIs to ensure timely and effective resolution of IT issues.
- Collaborate with business stakeholders to understand requirements and deliver IT solutions that support organizational goals.
- Lead, mentor, and develop a high-performing IT service delivery team.
- Manage budgets, resource planning, and vendor relationships for IT services and support.
- Drive continuous improvement initiatives to enhance IT service quality and operational efficiency.
- Ensure compliance with security policies, regulatory requirements, and best practices in IT service delivery.
Desired Candidate Profile
Bachelor’s degree in Computer Science, Information Technology, or related field. Master’s degree preferred.
3+ years of experience in IT service management, with at least 2+ years in a leadership role.
Strong understanding of ITIL processes, IT operations, and service delivery frameworks.
Excellent leadership, communication, and stakeholder management skills.
Experience with IT infrastructure management, cloud services, and enterprise applications.
Ability to manage multiple projects and priorities in a fast-paced environment.
Vendor management and contract negotiation experience is a plus.