Service Delivery Manager

Job Summary

We are looking for a Service Delivery Manager to lead and manage Business-As-Usual (BAU) operations for mission-critical biometric systems. The role focuses on ensuring stable system operations, effective incident management, customer communication, service reporting, and continuous operational improvement.

The candidate will work closely with customers, internal engineering teams, vendors, and support teams to ensure service availability, timely issue resolution, and high customer satisfaction.

Key Responsibilities

Service Operations & Delivery

Manage day-to-day BAU operations for biometric applications, systems and related infrastructure.

Ensure system availability, operational stability, and compliance with SLA/KPI requirements.

Coordinate and monitor support activities across multiple support teams, vendors, and stakeholders.

Lead operational reviews and service governance meetings with customers.

Incident Management & Investigation

Lead major incident handling, troubleshooting coordination, and service recovery activities.

Drive root cause analysis (RCA) and ensure proper corrective and preventive actions are implemented.

Coordinate with technical teams for incident investigation, log analysis, and escalation management.

Track incident trends and recommend improvement actions to reduce recurring issues.Customer Management

Act as the primary customer-facing representative for operational and service-related matters.

Provide timely updates, incident communication, and operational reporting to customers.

Build strong customer relationships and maintain customer confidence during critical situations.

Support customer discussions on operational improvements, risk management, and service enhancement initiatives.

Reporting & Governance

Prepare operational reports, SLA/KPI reports, incident summaries, and management presentations.

Conduct regular service review meetings with customers and internal stakeholders.

Ensure proper documentation of incidents, operational procedures, and escalation processes.•

Maintain audit readiness and operational compliance documentation.

Continuous Improvement

Identify operational gaps and recommend process improvements.

Drive automation, monitoring enhancement, and operational efficiency initiatives.

Support system upgrades, patching activities , and operational readiness activities.

Requirements

Degree in Information Technology, Computer Science, Engineering, or related field.

Minimum 5–8 years of experience in Service Delivery, Operations Management, or Technical Support environments.

Experience managing mission-critical systems or large-scale enterprise platforms.

Experience in application support, including troubleshooting, issue investigation, log analysis, user support, and coordination with development or engineering teams for issue resolution.

Strong experience in incident management, problem management, and customer handling.

Experience in biometric systems, border control systems, security systems, or government projects is an advantage.

Familiarity with infrastructure, networking, servers, virtualization, cloud-native platforms, or enterprise applications is preferred.

Strong analytical, troubleshooting, and coordination skills.

Excellent communication and stakeholder management skills.

Able to work under pressure and manage critical incidents effectively.Preferred Skills

ITIL knowledge or certification.

Experience in SLA/KPI management and service governance.

Experience working with multi-vendor environments and government customers.

Leadership experience managing support engineers or operational teams.

Biometric system experience will be an added advantage.

Key Attributes

Strong ownership and accountability.

Customer-oriented mindset.

Calm and structured during critical incidents.

Good coordination and communication skills.

Proactive in driving operational improvements.