ITSM Service Delivery Manager - Incident and Problem Management, SLA, Change Management
Service Delivery Management: Oversee the end-to-end delivery of IT services, ensuring alignment with business objectives and service level agreements (SLAs).
Act as the primary point of contact for stakeholders regarding IT service delivery and operational performance.
Monitor and report on service delivery metrics, ensuring adherence to agreed-upon standards and timelines.
Incident and Problem Management: Lead the resolution of critical incidents, ensuring minimal disruption to business operations.
Conduct root cause analysis for recurring issues and implement preventive measures to avoid future occurrences.
Collaborate with technical teams to ensure timely resolution of incidents and problems.
Change and Release Management: Manage IT changes and releases, ensuring minimal impact on business operations.