Service Delivery & Operations Manager

We are seeking an experienced and customer-focused Service Delivery & Operations Manager to oversee the delivery of IT services and ensure high levels of client satisfaction. The successful candidate will be responsible for managing service operations, monitoring service performance against agreed SLAs, coordinating cross-functional teams, driving continuous improvement initiatives, and serving as the key point of contact for customers on service-related matters. This role requires strong stakeholder management, problem-solving skills, and the ability to lead teams in a fast-paced environment while ensuring operational excellence and service quality.

• Ensure that all business service deliverable commitments are met to the highest standard
• Serve as the main point of contact for major service escalations pertaining to the service deliverables committed
• Support in the maintenance and improvement of the organizational service delivery competency profile
• Assist in the establishment, refinement and standardization with any forms of relevant operational process 
• Support in the supervision and management of the relevant service delivery teams in accordance with the organisation principles and values to meet the business needs
• Ensure high levels of competency and operational excellence with the relevant project teams
• Deputize, where necessary, in the supervision and accountability of the department’s daily activities and provide guidance as necessary
• Manage operational team’s bandwidth and workload allocation according to the business needs
• Ensure timely delivery of services when it comes to initialization of new projects awarded.
• Define, develop and prepare any necessary relevant project management plans 
• Manage and control internal definitions of project cost efficiency targets, while maintaining a high level of service delivery standards
• Analyse and mitigate any potential risks pertaining to service delivery

• Support in the evaluation of the operational team’s performance and determine milestones, training needs and progression
• Scaffold operational team when assigning tasks of higher-level difficulties, where relevant
• Plan for internal delivery capabilities across spectrum of projects, e.g. assignment, training and optimization of deployment of R-DOT specialists for higher-value business services for Data Centre, Cybersecurity Operations.

• Serve as primary point of contact for relevant operational matters
• Provide input and feedback on customer satisfaction levels 
• Provide insight on customers’ business goals, forecast, plans
• Develop scope and budget for operational delivery pertaining to organic business growth 
• Anticipate and analyse existing customers’ inquiries and needs, determine delivery goals, plan and manage operational execution with the relevant business supporting units
• Build and maintain positive relationships with customers for potential business growth
• Assist the business development team with operational related requirements and discussions
• Support the business needs in terms of conceptualization of the required service delivery capabilities as well as the relevant cost based on Client requirements.

• Liaise, plan, negotiate and develop processes with internal stakeholders to ensure high levels of efficiency for service delivery team

• Provide ongoing training and development opportunities for team members.

• Degree in Information Technology, Business Administration, or related field.
• Minimum 3 years of experience in IT service delivery management or related roles.
• Sound understanding of project management principles and IT Service Management (ITSM) frameworks.
• Proven track record of managing service delivery for IT services for Public Sector
• Strong leadership abilities with the capability to motivate and develop teams.
• Excellent communication, negotiation, and interpersonal skills.
• Strong problem-solving skills and the ability to think strategically.
• Experience in budget management and resource allocation.
• Relevant certifications in project management (PMP, PRINCE2) and ITIL are a plus.