Service Delivery - Manager

Accountabilities: Service Delivery & Governance: Manage end-to-end service delivery across Microsoft 365, Azure, and internal IT support, establishing governance frameworks, operating procedures, escalation paths, service reviews, and clear accountability structures. Incident, Request, Problem & Change Management: Ensure incidents and service requests are properly tracked and resolved within agreed SLAs. Coordinate major incidents, stakeholder communications, root-cause analyses, post-incident reviews, corrective actions, and change approval processes. Team & Shift Management: Lead and supervise L1/L2 support engineers, manage workload allocation, shift schedules, handovers, leave coverage, and on-call readiness. Provide regular coaching, performance reviews, knowledge sharing, and technical development opportunities. Microsoft 365 Operations: Oversee support and operational performance across Exchange Online, Teams, SharePoint Online, OneDrive, Entra ID, Intune, Defender, and Microsoft Purview. Ensure tenant health, licensing, identity management, access controls, and security policies are effectively maintained. Azure Operations: Coordinate Azure infrastructure monitoring, alert management, backups, patching, availability, performance, and capacity management. Track incidents, vendor escalations, cloud costs, and operational changes while ensuring appropriate security and documentation standards. Internal IT Operations: Supervise user onboarding and offboarding, endpoint and application support, access management, IT asset coordination, and workplace technology services. Collaborate with HR, Finance, Security, and business teams to ensure timely and secure service delivery. SLA, KPI & Performance Reporting: Monitor and report on SLA compliance, ticket backlogs, ageing, reopen rates, response and resolution times, customer satisfaction, and service availability. Prepare weekly and monthly performance reports, highlighting risks, resource requirements, and improvement opportunities. Knowledge Management & Continuous Improvement: Maintain operational documentation, SOPs, knowledge articles, runbooks, and escalation matrices. Support audits, access reviews, compliance activities, and operational readiness assessments while driving measurable improvements in service quality and efficiency. Stakeholder & Commercial Coordination: Lead service review meetings and communicate operational performance, risks, dependencies, and action plans. Support resource planning, recruitment, service transitions, renewals, scope validation, and service expansion initiatives. Requirements Bachelor's degree in IT, Engineering, or a related field, or equivalent professional experience. ITIL certification is preferred. 10–15 years of total professional experience, including at least 6 years in IT operations or managed services and 3–5 years in service delivery or support leadership roles. Strong practical knowledge of ITIL-based incident, request, problem, and change management processes. Demonstrated experience managing multi-technology support teams, customer relationships, service governance, and SLA performance. Solid understanding of Microsoft 365 and Azure operations, including identity and access management, endpoint management, security, and collaboration services. Familiarity with Microsoft 365 services such as Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune, Defender, and Purview. Experience overseeing Azure infrastructure operations, including monitoring, backups, patching, performance, availability, and cost management. Hands-on experience with service management platforms such as Freshdesk or ServiceNow. Strong leadership, team management, coaching, and problem-solving capabilities. Excellent stakeholder communication, customer engagement, escalation management, and decision-making skills. Ability to interpret service performance data, manage backlogs, identify recurring issues, assess operational capacity, and implement continuous improvement initiatives. Strong organizational skills, attention to detail, and the ability to manage competing priorities in a dynamic service delivery environment. Benefits Competitive salary package aligned with experience and qualifications. Performance-based incentives and rewards. Comprehensive health and medical benefits. Hybrid and remote working options, with a fully supported work-from-home setup. Flexible working arrangements to support personal commitments and work-life balance. Company-sponsored certifications and professional development programs. Access to continuous training and technical upskilling opportunities. Inclusive and collaborative working culture with team-building activities. Wellness and mental health initiatives supporting employee well-being. Opportunities to contribute to innovative technology projects and develop professionally.