Service Delivery Manager (ITSM / ServiceNow) (ID: 3696)

As a Service Delivery Manager (ITSM / ServiceNow), you will: Own and govern end-to-end ITSM operational performance including Incident, Problem, Change, and Request Management. Monitor and manage SLAs, KPIs, CSAT, MTTR, and overall service quality metrics. Lead service review meetings and continuous improvement initiatives. Manage major incidents, escalations, and service risks to ensure seamless service delivery. Coordinate with vendors, service providers, internal teams, and business stakeholders. Ensure adherence to ITIL best practices and drive process maturity growth. Drive data-driven service optimization, governance, and service transparency. What You Bring to the Table: 8–10 years of overall experience in IT Service Management / Service Delivery. Strong expertise in ITSM processes and ServiceNow. Proven experience managing service delivery metrics, governance, and operational performance. Hands-on experience in incident management, escalation management, and continuous service improvement. Strong stakeholder management and vendor coordination skills. Solid understanding of ITIL principles and service management frameworks. You Should Possess the Ability To: Deliver high-quality IT services aligned with SLAs and customer expectations. Analyze service performance metrics and identify improvement opportunities. Lead major incident resolution and mitigate service risks proactively. Collaborate cross-functionally with technical teams and business stakeholders. Drive service excellence through process improvements and operational optimization. Provide transparency and governance through reporting and service reviews. What We Bring to the Table: Opportunity to lead enterprise-scale IT service delivery initiatives. Exposure to complex ServiceNow and ITIL-driven environments. Collaborative and dynamic work environment with cross-functional teams. Opportunity to drive continuous improvement and service transformation. Challenging role with ownership, impact, and growth opportunities. Let’s Connect Want to discuss this opportunity in more detail? Feel free to reach out. Recruiter: Hari Sankar R Phone: +31 20 369 0609 ; Extn : 147 Email: harisankar.r@stafide.nl LinkedIn: https://www.linkedin.com/in/harisankar753/