About the role
Service Delivery Manager for AWS, focusing on operational excellence, ITIL governance, and stakeholder management. Oversee day-to-day operations, ensure SLA adherence, manage incidents, and drive service improvement initiatives. Requires a Bachelor's degree and 5-8 years of experience in service delivery/ITSM, with clo
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Key Responsibilities
- Lead day-to-day operations across managed services (Cloud, Network, Systems, Security, Applications).
- Ensure adherence to SLAs, OLAs, and KPIs.
- Maintain service continuity and incident response readiness.
- Conduct post-incident reviews and champion service improvement initiatives.
- Implement and govern ITIL process pillars.
- Act as the primary customer interface and trusted advisor.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related discipline.
- 5–8 years of experience in service delivery, operations, or IT service management.
- At least 3 years in a cloud or managed services environment.
- Proven experience managing multi-agency or multi-customer clusters.
- Proficient in ITIL v4 processes and governance.
- Hands-on experience with ITSM tools.