We are seeking an experienced Service Delivery Manager – Process Excellence & Continual Service Improvement to oversee end-to-end IT service delivery while driving structured process improvement and automation initiatives. This role combines service delivery ownership with a strong focus on process gap identification, ITIL-based service management, continual service improvement (CSI), and compliance with quality and service management standards.

The role operates across hybrid environments (on-premises, cloud, and data center) and works closely with operations, engineering, cloud, security, and leadership teams to ensure services are reliable, efficient, compliant, and continually improving.

Key Responsibilities

Service Delivery Management

• Own end-to-end delivery of IT services across infrastructure and cloud environments.
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
• Lead incident, problem, change, and service request management in line with ITIL best practices.
• Act as the primary escalation point for service delivery issues and client concerns.
• Conduct regular service reviews, performance reporting, and stakeholder updates.
• Oversee resource and capacity management to meet current and forecasted demand.

Process Gap Identification & Optimization

• Identify process gaps, inefficiencies, and control weaknesses across IT service operations.
• Perform root cause analysis (RCA) on recurring incidents and service failures.
• Benchmark existing processes against ITIL, ISO 9001, and ISO/IEC 20000 standards.
• Recommend and prioritize process improvement initiatives based on impact and risk.

Process Mapping & Documentation

• Develop and maintain AS-IS and TO-BE process maps for IT service management processes.
• Define process workflows, RACI models, controls, KPIs, and handover points.
• Maintain SOPs, runbooks, work instructions, and governance documentation.
• Ensure documentation supports audit readiness and operational consistency.

Continual Service Improvement (CSI)

• Drive Continual Service Improvement (CSI) initiatives aligned with ITIL principles.
• Apply Six Sigma / Lean (DMAIC) methodologies to improve efficiency, quality, and reliability.
• Track improvement actions, benefits realization, and measurable outcomes.

Automation & Service Enablement

• Identify opportunities to automate manual or repetitive service delivery processes.
• Work with ITSM tools, workflow platforms, and reporting solutions to enable automation.
• Support creation of dashboards and metrics for service performance and process health.
• Improve service efficiency through tooling optimization and data-driven insights.

Governance, Risk & Compliance

• Ensure service delivery and processes comply with:
• - ISO 9001 (Quality Management Systems)
• - ISO/IEC 20000 (IT Service Management)
• Support internal audits, external audits, and compliance assessments.
• Identify service risks and implement mitigation and control measures.
• Collaborate with security teams to ensure alignment with cybersecurity and regulatory requirements.
• Have knowledge of Government IM8 Security standard and policy practice

Stakeholder & Client Management

• Act as the single point of contact for clients and internal stakeholders on service matters.
• Translate technical and operational issues into business-focused insights.
• Partner with leadership to align service delivery and improvement initiatives with business objectives.