IT Service Delivery Manager

Inbox Business Technologies is looking for an IT Service Delivery Team Lead is responsible for overseeing the day-to-day delivery of IT services and managing a team of IT support professionals.

Responsibilities

• Oversee the day-to-day delivery of IT services to ensure seamless operations.
• Maintain high-quality support standards and ensure service levels consistently meet business requirements.
• Lead and manage a team of IT support professionals, providing guidance, coaching, and performance oversight.
• Maintain and continuously improve service levels through monitoring KPIs and SLAs.
• Ensure proper implementation and adherence to ITIL/ITSM processes, including Incident, Request, and Change Management.
• Coordinate closely with internal technical teams to drive timely resolution of high-priority incidents and service issues.
• Continuously improve operational processes and contribute to enhanced user experience and customer satisfaction.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation certification (v3 or v4) is mandatory; higher-level ITIL certifications will be an advantage.
• 4–6 years of experience in IT Service Management, including 3+ years in a leadership or managerial role.
• Excellent verbal and written communication skills.
• Strong interpersonal and stakeholder management abilities.
• Proven ability to lead and motivate support teams in a fast-paced environment.
• Pleasing personality, approachable demeanor, and professional attitude.
• Experience in managing vendors and external service providers.
• Familiarity with SLA/KPI management and reporting
• Strong analytical and decision-making abilities.