Service Delivery Manager

A company is looking for a Service Delivery Manager responsible for overseeing the delivery of high-quality IT services across the organization. Key Responsibilities Lead and manage Level II support operations, ensuring timely resolution of incidents and adherence to SLAs Manage ITIL-based support processes and oversee Major Incident Management, including communication and service restoration Drive continuous improvement efforts, including monitoring SLA performance and managing endpoint security standards Required Qualifications Bachelor's degree in information technology, Computer Science, or a related field (or equivalent experience) 5+ years of experience in IT support or service delivery, with at least 2 years in a leadership role Strong hands-on experience with endpoint management tools (e.g., Intune, SCCM) Solid understanding and practical application of ITIL frameworks (ITIL certification preferred) Experience managing Major Incidents and leading cross-functional technical teams under pressure