About the role
we are looking for a motivated, customer-focused service delivery manager to join our digital team. This role acts as the bridge between our digital solutions and business units, ensuring high-quality, efficient, and reliable service delivery. You will drive operational excellence, strengthen stakeholder and vendor relationships, and continuously improve our digital ecosystem.
key responsibilities
* service delivery management
: oversee the full lifecycle of digital services, ensuring sla/ola compliance and proactive issue resolution. Monitor kpis to identify trends and improvements
* stakeholder management
: act as the main contact for business stakeholders, providing clear communication on service performance, incidents, and initiatives. Build strong relationships with internal teams and external partners
* incident & change management
: lead incident resolution, problem prevention, and manage change requests to minimize disruptions
* vendor management
: manage third-party providers, monitor compliance with contracts/slas, and conduct performance reviews
* service improvement
: identify opportunities for process optimization, automation, and user experience enhancement. Collaborate with technical teams on new features and improvements
* reporting
: deliver clear service performance reports and ensure transparent communication during disruptions or major changes
.
qualification
* bachelor's degree in information technology, computer science, business administration, or a related field.
* 5+ years of experience in it service management or service delive
ry, with a significant portion dedicated
to digital services, e-commerce platforms, or web/mobile applications
* proven experience working in a fast-paced, high-stress digital environment, demonstrating adaptability and resilience
* strong understanding of digital technologies, cloud services (saas, paas), web architectures, and mobile application ecosystems
* solid knowledge of it service managemen
t (itsm) frameworks, particularly itil methodologies (itil certification preferred)
* exceptional communication skills, both written and verbal, with the ability to articulate complex technical information to non-technical stakeholders
* demonstrated ability to build strong relationships and influence cross-functional team
* excellent problem-solving, analytical, and organizational skills
* experience with service desk too
ls (e.g., servicenow, jira service desk) and performance monitoring tools is a plus
* a customer-centric mindset with a strong commitment to service excellenc
e.