IT Service Delivery Manager

SUMMARY:
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POSITION INFO:

Location: Hybrid
Employment Type: Full-Time
Industry: Information Technology | IT Services | IT Operations

About the Role

WatersEdge Solutions is partnering with a technology-driven client to recruit an IT Service Delivery Manager responsible for ensuring the consistent and high-quality delivery of IT services. This role requires a proactive and detail-oriented professional to oversee service performance, manage third-party vendors, and act as a key bridge between IT teams and business stakeholders. It is ideal for someone early in their IT career with a solid technical foundation and a passion for operational excellence.

Key Responsibilities

• Manage day-to-day IT service delivery across systems and platforms

• Monitor service performance and ensure SLAs/KPIs are met

• Resolve incidents, problems, and service requests within defined timeframes

• Identify and address service risks or performance gaps

• Serve as a liaison between IT and business stakeholders

• Coordinate incident response, root cause analysis, and change management

• Liaise with vendors and monitor third-party service level compliance

• Maintain accurate service documentation and contribute to governance

• Drive continuous improvement aligned with ITIL best practices

What You’ll Bring

• Minimum 3 years’ experience in IT service delivery or operations

• IT degree or diploma (e.g., Computer Science, Information Systems)

• Working knowledge of IT infrastructure and support environments

• Familiarity with ITIL frameworks (certification is advantageous)

• Strong coordination and organisational skills

• Excellent verbal and written communication abilities

• Problem-solving mindset with high attention to detail

• Ability to work under pressure and manage multiple priorities

Nice to Have

• ITIL Foundation or Practitioner Certification

• Experience working in a global or multi-region support environment

• Familiarity with service desk platforms such as Jira Service Management or Freshservice

• Exposure to compliance requirements such as ISO 27001 or SOC 2

What’s On Offer

• Competitive salary based on experience and qualifications

• Hybrid working model with flexibility

• Opportunity to grow into IT leadership roles

• Supportive and structured team environment

• Professional development and certification support

Company Culture

Our client fosters a solutions-driven, collaborative culture grounded in accountability and innovation. Employees are encouraged to take ownership, solve problems proactively, and drive improvement in systems and service delivery. The work environment is agile, inclusive, and committed to excellence, with strong support for learning, process refinement, and career growth in a global context.

If you have not been contacted within 10 working days, please consider your application unsuccessful.