Information Technology Service Delivery Manager

Information Technology Service Delivery ManagerInformation Technology Service Delivery Manager

We are seeking an experienced Service Delivery Manager with strong expertise in operational governance and client relationship management, combined with hands-on knowledge of Splunk and Microsoft Sentinel. In this role, you will be responsible for ensuring the successful delivery of managed security and operational services, maintaining high service standards, and driving continual improvement across engagements.

Key Responsibilities:

Operational Delivery & Governance

• Maintain a strong understanding of contractual obligations and ensure services are delivered within scope and tracked against defined terms.
• Deliver services against contracted SLAs; proactively monitor service health to prevent breaches.
• Manage operational escalations with clear resolution paths and effective stakeholder communication.
• Produce and deliver monthly operational reports detailing performance, incidents, trends, and improvement activities.
• Host and lead governance meetings (weekly/fortnightly/monthly) to review service performance and foster transparency.
• Develop and maintain Service Improvement Plans (SIPs) to address recurring issues and enhance service quality.
• Ensure accuracy of CMDB records throughout the service lifecycle, including changes introduced during onboarding or project phases.

Client Relationship & Advocacy:

• Build and maintain strong operational-level client relationships, ensuring high satisfaction and alignment with expectations.
• Act as the internal voice of the customer, advocating for service improvements and proactive problem resolution.
• Support Account Managers with operational insights that inform strategic and commercial decisions.
• Identify and mitigate risks of customer dissatisfaction through proactive engagement and improvement initiatives.

Technical & Security Responsibilities:

• Leverage working knowledge of Splunk and Microsoft Sentinel to support monitoring and security service delivery.
• Collaborate with security operations teams to ensure integration of SIEM tools into operational processes.
• Contribute to incident response planning and ensure security posture is aligned with contractual commitments.

Skills & Experience:

• Proven experience as a Service Delivery Manager or similar role in IT managed services or security operations.
• Strong understanding of ITIL processes, service governance, and SLA management.
• Practical knowledge of Splunk and Microsoft Sentinel for monitoring and security operations.
• Experience hosting governance forums, producing service reports, and managing escalations.
• Strong client relationship skills with a focus on communication, problem-solving, and continuous improvement.
• Familiarity with CMDB management and ITSM tools.
• Security certifications (e.g., Splunk Certified, Microsoft Security Operations Analyst) are highly regarded.

Why Join Us?

• Be part of a leading technology and security services provider with a culture of collaboration and innovation.
• Opportunity to work on enterprise-grade environments and cutting-edge security solutions.
• Competitive remuneration with flexible work arrangements.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeContract

Job function

• Job functionInformation Technology
• IndustriesIT Services and IT Consulting

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