Lead the day-to-day delivery of managed IT services, ensuring reliable operations, effective technical coordination and high customer satisfaction. The Senior IT Service Delivery Manager acts as the primary operational contact for customers and coordinates internal teams, delivery partners and technology vendors to deliver services within agreed scope and service levels.

Key Responsibilities

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• Coordinate services across business applications, integrations, infrastructure, cloud, cybersecurity and service desk operations.
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• Provide delivery leadership and technical coordination for application and integration support teams.
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• Translate customer priorities into clear delivery plans, responsibilities and actions.
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• Ensure appropriate support coverage, specialist availability and continuity arrangements.
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• Manage service performance against agreed scope, service levels and operating procedures.
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• Coordinate delivery partners, incidents, risks, capacity and corrective actions within a unified service model.
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• Resolve cross-team dependencies and maintain clear ownership of service issues.
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• Drive vendor escalations through to service restoration or an agreed workaround.
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• Lead ITIL-aligned incident, problem, change, release, request, configuration and knowledge-management processes.
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