Digital Service Delivery Manager

1. Lead end-to-end service delivery operations by taking full ownership of incident resolution, change requests, and continuous improvement initiatives. Collaborate closely with internal divisions and outsourced service providers to ensure all issues are addressed promptly, effectively, and in accordance with agreed service levels.
2. Drive and manage IT service delivery projects and enhancement initiatives independently — from planning and execution to post-implementation review — ensuring timely completion, adherence to governance standards, and zero disruption to business continuity.
3. Demonstrate strong analytical and problem-solving capabilities by accurately defining service or operational issues, developing structured project plans, and executing effective solutions with minimal supervision while maintaining alignment with organizational objectives.
4. Leverage data-driven insights by consolidating and analyzing information from multiple systems (e.g., ServiceNow ITSM) and stakeholder feedback to identify root causes, performance trends, and areas for service optimization and efficiency gains.
5. Champion continuous service improvement and innovation by proactively identifying strategic opportunities, recommending enhancements to service processes, and driving operational excellence that elevates customer satisfaction and overall service quality.

• Bachelor’s Degree in Computer Science / Information Systems
• 3-5 years of experience in managing programmes focused on IT service continuity and change management practices
• Strong interpersonal and communication skills to engage effectively with business divisions, technical teams, and external service providers. Able to translate technical issues into business-friendly language and manage expectations across all levels.
• Highly organized with exceptional attention to detail and the ability to manage multiple priorities simultaneously while ensuring service continuity and compliance with governance standards.
• Proficient in using data analysis tools (e.g., Excel, Power BI, or equivalent) to extract, synthesize, and interpret service performance metrics, identify trends, and generate actionable insights for continuous improvement.
• Demonstrated ability to diagnose complex service issues, propose pragmatic solutions, and drive resolution independently with minimal supervision.
• Experience with ServiceNow ITSM and strong understanding of ITIL v4 principles are highly preferred

This is a 6-months Contract position under People Advantage(Certis Group). We appreciate your application and regret only shortlisted candidates will be notified.

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