Service Delivery Manager - Contract

Role Overview

This role leads multi-tier (L1–L3) application and infrastructure support and maintenance for production systems.

The postholder is accountable for service stability, SLA performance, effective incident, problem and change management, vendor performance, and security and compliance, while driving continuous improvement across support operations.

Key Responsibilities

Support Operations

• Oversee L1, L2, and L3 support, ensuring incidents and service requests are triaged, resolved, or escalated within SLA

• Manage the service desk, including ticket quality, escalation paths, and shift coverage

Incident, Problem & Major Incident Management

• Lead major incident response, communication, and post-incident reviews

• Manage problem management and root cause analysis to prevent recurring issues

Maintenance, Change & Release

• Coordinate corrective, preventive, and adaptive maintenance, including patching and upgrades

• Plan and control changes and releases, including emergency fixes and maintenance windows

Monitoring & Service Health

• Monitor system health, availability, and performance, and act on alerts and trends

Knowledge & Documentation

• Maintain runbooks, knowledge base, and operational documentation to enable L1 resolution and reduce escalations

Security & Compliance

• Ensure security and compliance, including vulnerability remediation and audit readiness

Vendor, Budget & Governance

• Manage vendors and third-party support against contractual SLAs

• Track support budgets, licences, and renewals, and manage the service risk register

• Report on support performance and maintenance activities in regular service reviews

Qualifications

Required

• Bachelor’s degree in IT, Computer Science, Engineering, or a related field (or equivalent experience)

• 5–8 years in application or infrastructure support and maintenance, including 2+ years in a lead or managerial role

• Experience managing multi-tier support (L1 to L3) for production systems under SLA

• Strong incident, problem, and change management background

• Experience coordinating vendors and handling customer escalations

• ITIL 4 Foundation

Preferred

• PMP or PRINCE2

• Cloud certifications such as AWS or Azure