We’ve crafted a comprehensive job description for an IT Service Delivery Manager to help you attract top talent. Feel free to customize the placeholders to fit your company's unique needs. For building an effective interview process, check out our AI Interview Guide Generator and AI Interview Questions Generator.

What is an IT Service Delivery Manager?

An IT Service Delivery Manager plays a pivotal role in ensuring that IT services meet the needs of both internal and external customers. This position is crucial for maintaining the seamless operation of IT services, aligning them with the organization's strategic goals, and delivering high-quality support. Typically, the IT Service Delivery Manager collaborates with various teams, manages service level agreements (SLAs), and drives continuous improvement initiatives to enhance service delivery.

What Does an IT Service Delivery Manager Do?

An IT Service Delivery Manager oversees the end-to-end delivery of IT services, ensuring they align with business objectives and customer expectations. They monitor service performance, manage incidents and problems, and foster strong relationships with stakeholders and vendors. Additionally, they contribute to the development of IT service management (ITSM) processes, manage risks, and lead a team of IT professionals to achieve operational excellence.

IT Service Delivery Manager Responsibilities Include

• Managing the delivery of IT services from inception to completion
• Monitoring and reporting on service performance against SLAs
• Building and maintaining relationships with stakeholders and vendors
• Leading incident and problem management efforts
• Developing and implementing ITSM processes and procedures
• Identifying and mitigating risks related to service delivery
• Mentoring and managing a team of IT professionals
• Participating in budget planning and management for IT services

Job Description

IT Service Delivery Manager 🖥️

About Company

[Insert a brief description of your company, its mission, and values. Highlight what makes your company a great place to work.]

Job Brief

We are looking for an experienced and motivated IT Service Delivery Manager to oversee the delivery of IT services to our clients and internal teams. The ideal candidate will ensure that IT services are provided efficiently and effectively, aligning with our business goals and customer expectations.

What You’ll Do 🚀

As an IT Service Delivery Manager, you will:

• Manage IT Services: Oversee the end-to-end delivery of IT services, ensuring they meet business needs and priorities.
• Monitor Performance: Track service performance against SLAs and identify opportunities for improvement.
• Stakeholder Relationships: Develop and maintain strong relationships with key stakeholders, including internal teams and external vendors.
• Incident Management: Lead incident and problem management processes to ensure timely resolution and root cause analysis.
• Service Requests: Manage and fulfill service requests promptly and efficiently.
• Process Development: Contribute to the development and implementation of ITSM processes and procedures.
• Risk Management: Identify and manage risks associated with service delivery.
• Team Leadership: Manage and mentor a team of IT professionals, fostering a collaborative and high-performance environment.
• Budget Management: Participate in budget planning and management for IT services.

What We’re Looking For 🔍

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: Proven experience in IT service delivery management.
• Knowledge: Strong understanding of ITIL principles and best practices.
• Skills: Excellent communication, interpersonal, and leadership skills.
• Environment: Ability to work effectively in a fast-paced environment.
• Tools: Experience with ITSM tools (e.g., ServiceNow, Jira Service Management).
• Problem-Solving: Strong analytical and problem-solving skills.
• Bonus Points:
• ITIL certification.
• Experience managing cloud-based services.

Our Values 🌟

• Integrity: We uphold the highest standards of integrity in all our actions.
• Collaboration: We work together to achieve common goals.
• Innovation: We embrace creativity and seek new ways to solve problems.
• Excellence: We strive for excellence in everything we do.
• Customer Focus: We are dedicated to meeting the needs of our customers.

Compensation and Benefits 💰

• Competitive salary
• Health, dental, and vision insurance
• Retirement plan options
• Professional development opportunities
• Flexible working hours
• [Add any additional benefits your company offers]

Location 📍

This position is based in [Location]. We offer flexible working arrangements, including remote and hybrid options.

Equal Employment Opportunity 🤝

We are an equal opportunity employer and value diversity. All employment decisions are based on qualifications, merit, and business needs.

Hiring Process 📝

Our hiring process is designed to identify the best fit for the role while providing a positive experience for all candidates. Here’s what to expect:

Initial Screening Call

A conversation with our HR team to discuss your qualifications, experience, and interest in the role.

Interview with the Hiring Manager

A detailed discussion about your past work experience, career progression, and accomplishments in IT service delivery management.

Competency Interview: Stakeholder Management & Communication

An interview focused on your ability to build and maintain relationships with stakeholders, communicate effectively, and manage expectations.

Competency Interview: Incident & Problem Management

An interview assessing your knowledge and experience in handling incidents and problem management, including root cause analysis and resolution strategies.

Work Sample: Service Improvement Plan Presentation

A practical exercise where you will prepare and present a service improvement plan based on a provided scenario to demonstrate your analytical and problem-solving skills.

Ideal Candidate Profile (For Internal Use)

Role Overview

We are seeking a dedicated IT Service Delivery Manager who excels in managing IT services and driving continuous improvement. The ideal candidate will have a strong background in ITIL practices, excellent leadership skills, and a passion for delivering high-quality IT services.

Essential Behavioral Competencies

1. Leadership: Ability to lead and inspire a team towards achieving goals.
2. Communication: Excellent verbal and written communication skills.
3. Problem-Solving: Strong analytical skills to identify and resolve issues effectively.
4. Adaptability: Ability to thrive in a fast-paced and changing environment.
5. Customer Focus: Dedication to meeting and exceeding customer expectations.

Goals For Role

1. Enhance Service Delivery: Improve IT service delivery processes to align with business objectives.
2. Increase SLA Compliance: Ensure that service performance meets or exceeds all SLAs.
3. Foster Stakeholder Relationships: Build and maintain strong relationships with key stakeholders and vendors.
4. Drive Continuous Improvement: Implement initiatives that drive efficiency and effectiveness in IT service delivery.

Ideal Candidate Profile

• Demonstrated history of high achievement in IT service delivery management
• Strong written and verbal communication skills
• Ability to quickly learn and articulate complex IT concepts
• Excellent analytical and problem-solving abilities
• Effective time management and organizational skills
• Passionate about technology and its applications in business
• Comfortable working in a remote or hybrid environment
• Willingness to work within [Company]'s primary time zone