TECEZE - Service Delivery Manager - PMP/Prince2

We are looking for a results-driven Service Delivery Manager with a proven track record of 4+ years in IT service delivery and client relationship management.

This role is critical in ensuring service excellence, managing client expectations, and aligning IT services with business goals.

The ideal candidate will lead service delivery operations, coordinate cross-functional teams, and serve as the key point of contact for both internal stakeholders and clients.

Key Responsibilities :

- Ensure consistent, high-quality delivery of IT services in accordance with SLAs and KPIs.

- Monitor service performance and proactively resolve bottlenecks or escalations.

- Own the service lifecycle from onboarding to transition, stabilization, and ongoing support.

- Drive incident, problem, change, and request management processes.

- Serve as the primary interface between clients and the delivery team.

- Regularly engage with clients to understand needs, gather feedback, and ensure satisfaction.

- Conduct service reviews, report on metrics, and recommend improvements.

- Prepare and present regular reports on service delivery performance, SLA adherence, and risk assessments.

- Track and manage service budgets, costs, and resource allocation as needed.

- Identify and implement service delivery improvements and automation opportunities.

- Ensure adherence to industry standards such as ITIL and internal governance models.

- Conduct root cause analysis and implement corrective action for service failures.

Required Skills & Qualifications :

- Minimum 4 years of experience in IT service delivery, client servicing, or operations management.

- Solid understanding of ITIL frameworks and ITSM tools.

- Strong project coordination, prioritization, and stakeholder management skills.

- Experience handling customer escalations, managing cross-functional teams, and delivering in

dynamic environments.

- Proficient in data analysis, reporting, and metrics tracking.

- Bachelors degree in Information Technology, Computer Science, or related field.

Preferred Certifications :

- ITIL v3/v4 Foundation

- PMP / PRINCE2

- Six Sigma / Lean Certification

- Agile/Scrum knowledge is a plus