Senior Delivery Manager managing complex regulatory reporting programmes at Suade Labs. Leading multi - jurisdictional projects and mentoring junior delivery managers while ensuring compliance and quality delivery.
About the role
- ITSM and Service Manager overseeing IT Service delivery using ITIL framework. Leading a team for operational excellence in a hybrid work environment.
Responsibilities
- Operational Leadership: Supervise the service desk, system administration. Foster a culture of accountability, collaboration, and continuous improvement.
- Service Delivery: Ensure the high-quality delivery of IT services by monitoring performance against SLAs and key performance indicators (KPIs). Coordinate resources and implement improvements as necessary to maintain service levels.
- ITIL Process Management: Implement and mature key ITIL processes, including: Incident Management, Problem Management, Change Management and Request Fulfillment within the IT Service Desk and across other IT areas.
- Vendor Management: Manage relationships and contracts with third-party vendors and service providers, ensuring optimal service delivery and value.
- Security and Compliance: Implement and enforce IT policies and security protocols to ensure compliance with industry standards and regulations. Partner with the security team on incident response and vulnerability management.
- Reporting and Analysis: Use service management tools (e.g., Fresh, Jira) to produce and present regular reports on IT service performance, budget, and improvement initiatives to senior management.
- Coach and Mentor other team members
Requirements
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (Master's degree preferred).
- Experience: 5+ years of experience in IT operations, with at least 2-3 years in a management or supervisory role. Experience in a multi-location or enterprise-scale environment is highly desirable.
- Certifications: ITIL Foundation certification (v3 or v4).
- Additional certifications a Plus: ITIL Intermediate or Expert certifications, Project Management Professional (PMP), or other relevant technical certifications (e.g., in cloud computing or security).
Benefits
- PTO
- VTO
- Medical
- Dental Vision
- 401K
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