About the job Role Summary The Service Delivery Manager (SDM) is responsible for leading the end-to-end delivery of Enterprise ICT Managed Services, ensuring operational excellence, contractual SLA/KPI achievement, customer satisfaction, and continual service improvement within a 24x7 mission-critical environment. The role is accountable for service governance, service assurance, operational performance, executive stakeholder management, and the leadership of multidisciplinary technical teams. Key Responsibilities Lead the delivery of Enterprise ICT Managed Services in accordance with contractual SLAs, KPIs, and operational governance frameworks. Manage end-to-end Service Delivery, Incident Management, Major Incident Management, Problem Management, Change Management, and Continual Service Improvement (CSI). Ensure operational excellence across Network Operations, Service Assurance, Field Operations, and Technical Support functions. Drive service performance, operational efficiency, customer satisfaction, and continuous improvement initiatives. Act as the primary escalation point for service delivery and executive customer engagement. Lead operational governance meetings, service reviews, KPI reporting, risk management, and service improvement programs. Ensure compliance with ITIL best practices, operational procedures, and service governance standards. Manage cross-functional teams, vendors, and stakeholders to ensure seamless service delivery. Mandatory Qualifications & Experience Bachelor's degree in Information Technology, Computer Science, Telecommunications, Engineering, or a related discipline. Minimum 12 years of experience within the Telecommunications industry, with a strong focus on Enterprise ICT Managed Services. Minimum 5 years of experience as a Service Delivery Manager supporting large-scale Telecom Managed Services operations. Mandatory experience working with a Tier-1 Telecommunications Operator or a leading Telecom Managed Services Provider. Proven experience managing 24x7 Enterprise ICT Managed Services with contractual SLA, KPI, OLA, and governance responsibilities. Demonstrated expertise in: Service Delivery Management, Service Assurance, Incident Management, Major Incident Management, Problem Management, Change Management, Continual Service Improvement (CSI), and Customer & Executive Stakeholder Management. Strong technical understanding of Enterprise ICT technologies, including: MPLS, SD-WAN, Enterprise WAN, Internet Services, Data Centre & Cloud Services, Collaboration Solutions, and Managed Security Services. Hands-on experience with OpenText Service Manager, Oracle Siebel, or equivalent enterprise ITSM platforms. Strong leadership experience managing multidisciplinary technical and operational teams within a mission-critical 24x7 environment. Mandatory Certifications ITIL 4 Managing Professional (MP) or ITIL 4 Strategic Leader (SL). Project Management Professional (PMP) certification. IMPORTANT - HOW TO APPLY: Applicants must combine their CV and copies of all certifications (ITIL 4 MP/SL, PMP, and any other relevant certifications) into a SINGLE PDF file and upload it as their resume/CV attachment. Applications without certification copies attached to the CV may not be considered.
