Service Delivery Manager

Job Description

The Service Delivery Manager (SDM) ensures quality, compliance, and continuous improvement across IT service operations, with a strong emphasis on Incident Management (IM) QA/QC, trend analysis, and operational governance. The SDM works closely with the System Manager and the Incident and Service Management Specialist team to uplift the overall maturity and consistency of service delivery.

Key Responsibilities:

Quality Assurance & Quality Control (QA/QC):

• Perform QA/QC reviews on all Severity 1 and Severity 2 incidents to ensure accuracy, completeness, and adherence to processes.
• Audit incident ticket quality, including timelines, impact statements, vendor responses, and communication records.
• Validate that Incident and Service Management Specialist team follow escalation protocols, documentation standards, and war room governance.
• Identify gaps in incident execution (e.g., delays, improper escalations, communication lapses) and initiate corrective improvement actions.
• Ensure all ITSM processes comply with Government ICT policies and audit requirements.

Incident Management Trend Analysis

• Conduct trend and pattern analysis of incidents to identify recurring issues, systemic risks, and potential service deterioration.
• Analyse key operational metrics such as MTTR, recurrence rates, RCA categories, vendor responsiveness, and overall system health.
• Produce monthly and quarterly incident trend reports, providing insights and recommendations for preventive actions.
• Track and drive closure of RCA follow-up actions, ensuring accountability from vendors and technical towers.
• Correlate major incidents with changes, releases, infrastructure issues, and aging hardware/software.

Operational Governance

• Maintain and improve operational SOPs, runbooks, templates, communication frameworks, and escalation matrices.
• Ensure adherence to ITIL processes (Incident, Major Incident, Problem, Change) across internal teams and vendors.
• Support audit and compliance efforts through accurate data collation and process confirmation.
• Validate vendor service reports, SLA calculations, RCA quality, and improvement plans.
• Work closely with the System Manager to identify areas requiring operational refinement or policy alignment.

Reporting & Analytics

• Prepare recurring service performance reports covering incident trends, SLA/KPI outcomes, major incident summaries, and improvement progress.
• Highlight systemic risks, chronic issues, and service deviations to management and stakeholders.
• Ensure accuracy, consistency, and completeness of all service reporting deliverables.

Required Skills and Competencies

• Strong working knowledge of ITIL v4 processes (Incident, Major Incident, Problem, Change).
• Experience in IT governance, service assurance, service operations, or service quality management.
• Ability to analyse operational data and translate findings into actionable insights.
• Proficiency in reporting tools such as Excel, Power BI, and ServiceNow dashboards.
• Excellent documentation, process improvement, and SOP-writing skills.
• Strong stakeholder and vendor management capabilities.
• High attention to detail, structured thinking, and consistency in quality control.

Qualifications & Experience

• Diploma or Degree in Information Technology, Computer Science, Business IT, or a related field.
• ITIL Foundation or ITIL v4 or CISSP certification is preferred.
• 2-4 years of experience in service assurance, ITSM operations, governance, incident management, or similar roles.
• Experience working in multi-vendor or regulated ICT environments is an advantage.
• Familiarity with ITSM tools such as ServiceNow, Remedy, or equivalent platforms.