Service Delivery Manager (Ref 26446)

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.

Licence no: 12C6060