About this role
Genesis Group IT Service Delivery Manager
An IT Service Delivery Manager (SDM) acts as the bridge between technical IT operations and business goals, ensuring that IT services are delivered smoothly, reliably, and in line with agreed-upon performance standards.
Core Job Functions
- SLA & KPI Management: Monitor service performance metrics to ensure that service level agreements (SLAs) and key performance indicators (KPIs) for resolution times, uptime, and delivery are consistently met.
- Incident & Problem Resolution: Oversee major incident responses, manage escalation paths, and lead root-cause analysis to turn repeat technical issues into long-term problem fixes.
- Change Management: Facilitate change readiness, run Change Advisory Board (CAB) meetings, and balance speed and risk when deploying updates to live services.
- Client & Stakeholder Communication: Serve as the primary point of contact for internal or external clients, managing expectations, presenting performance reports, and conducting transparent service reviews.
- Vendor & Supplier Management: Supervise third-party providers and contractors, ensuring that external deliverables match contractual obligations and quality standards.
- Team Leadership & Resource Allocation: Lead, mentor, and allocate tasks across support teams or technical staff while optimizing capacity and scheduling backup coverage.
- Continuous Process Improvement: Apply frameworks like ITIL or ITSM best practices to streamline operations, reduce downtime, and eliminate operational bottlenecks.
Application Closing Date
30th September, 2026.