EG Lead / Senior / Service Delivery Manager
Core
Manage day-to-day support for medium-scale maintenance projects, ensuring SLA compliance, incident resolution, and team guidance.
Role type
Senior Service Delivery Manager (IT Infrastructure Support)
Builds
IT infrastructure support services and maintenance operations
Domain
IT Services / Infrastructure Support
Deliverable
client delivery
Required skills
IT infrastructure support management, SLA/KPI monitoring, incident management, resource forecasting, team leadership, vendor liaison, pre-sales support
Preferred skills
ITIL Foundation certification
Technologies
ITIL
Responsibilities
Act as focal point for support queries and issues; Review transition plans and enhancement milestones; Monitor service levels and KPIs; Escalate critical issues or out-of-scope variations; Approve service requests and risk plans; Forecast and plan resource requirements; Liaise with vendors and customer technical teams; Delegate tasks and coach team members; Identify business expansion opportunities.
Seniority
Senior, hands-on IC with team management
