Key Responsibilities

- Manage end-to-end delivery of IT managed services in accordance with contractual SLAs and KPIs.

- Monitor service performance, availability, incident resolution, and customer satisfaction.

- Manage incident, problem, and change management processes in an ITIL-aligned environment.

- Handle escalations, root cause analysis (RCA), and corrective action plans.

- Prepare monthly and quarterly service performance reports and SLA dashboards.

- Conduct regular service review meetings with stakeholders.

- Coordinate with technical teams and third-party vendors to ensure timely service delivery.

- Manage risks, service issues, and continuous service improvement initiatives.

- Coordinate change control approvals for system upgrades, patches, and service changes.

- Maintain accurate service documentation and ensure compliance with agreed standards.

- 10+ years of experience in IT service delivery management.

- Strong experience managing enterprise IT services against contractual SLAs and KPIs.

- Solid knowledge of ITIL-based incident, problem, and change management.

- Proven experience in escalation management, RCA, and service performance reporting.

- Experience coordinating cross-functional technical teams and external vendors.

- Strong stakeholder management, communication, and problem-solving skills.

- Experience with ServiceNow, Jira Service Management, BMC Remedy, or similar tools.

- Strong risk management and continuous service improvement capabilities.

- Excellent English communication skills.