Service Delivery Manager
Core
Coordinate EUSS maintenance environment operations, monitor incidents and service requests, and ensure timely resolution within SLAs.
Role type
Service Delivery Manager
Builds
EUSS maintenance services and operational support
Domain
IT Operations / End-User Computing
Required skills
Incident management, Change management, Problem management, Service level agreement (SLA) monitoring, Root cause analysis (RCA), Resource planning, SOP documentation, Stakeholder coordination
Preferred skills
Government sector project experience, Cross-functional team collaboration, Independent work
Technologies
ITIL Foundation
Responsibilities
Monitor service performance and ensure incidents are addressed within SLA, Escalate major or recurring issues to Lead/Program Manager, Support health checks and application monitoring, Coordinate with customer teams and vendors for seamless operations, Assist in reviewing service level performance and KPIs, Guide junior engineers on operational tasks and standards
