Service Delivery Manager (SDM)

About the role

The Service Delivery Manager (SDM) will lead the delivery of application support and new development initiatives, ensuring service quality and compliance with SLAs. This role acts as the main liaison for stakeholders, driving continuous improvement and maintaining business continuity.

Key responsibilities

• Oversee and manage delivery of application support and new developments.
• Ensure adherence to SLAs and governance protocols.
• Serve as primary point of contact for stakeholders, handling escalations promptly.
• Monitor incident escalations and guarantee resolution within agreed timelines.
• Coordinate Agile practices, including sprint planning, stand‑ups, and retrospectives.
• Collaborate with Business Analysts and technical teams to prioritize tasks and allocate resources.
• Review performance metrics, prepare status reports, and update DHA stakeholders regularly.
• Drive continuous‑improvement initiatives to boost service efficiency and user satisfaction.
• Manage team capacity and cross‑training plans to ensure continuity.
• Identify additional skill‑set or resource needs, aligning with budget and rate cards.

Required profile

• Bachelor's degree in Computer Science, Business Administration, or a related field.
• 5+ years of relevant experience in service delivery or IT service management.
• Strong knowledge of the ITIL framework and service management practices.
• Proven experience managing client relationships and understanding client needs.
• Excellent interpersonal, communication, and leadership abilities.
• Ability to analyze performance metrics and implement continuous‑improvement changes.

Required skills

• ITIL framework.
• Service management tools.
• Reporting systems.
• Agile methodology.
• Incident management processes.