Madre Integrated Engineering
Requirements
Candidates must hold a Bachelor’s degree or Diploma in IT or Engineering and possess at least 8 years of experience in IT service delivery. An ITIL Expert or Managing Professional certification is required, along with expertise in workforce planning and airport security compliance.
Job Summary
Service Delivery Manager
Responsibilities
Manage day-to-day service operations and shift-based delivery across all disciplines.
Monitor SLA and KPI performance and prepare monthly service performance reports.
Conduct monthly service reviews with the client.
Manage staffing rosters, 24×7 coverage, TOC support, and surge arrangements.
Coordinate incident, problem, and change management activities.
Lead first-line escalations and major-incident coordination.
Drive continuous service improvement and value-added initiatives.
Requirements
Requirements
Bachelor’s degree or Diploma in IT, Engineering, or related field.
Minimum 8 years of experience in IT service delivery.
Experience managing a 24×7 support operation.
Strong knowledge of SLA/KPI reporting using ITSM tools.
ITIL Expert / Managing Professional certification.
Experience in workforce planning and rostering.
Strong operational leadership, reporting, analysis, and customer-service skills.
Ability to meet airport security and client HSE/cyber compliance requirements.
Interested candidates can send cv to 31313903/ [email protected]
Responsibilities
The Service Delivery Manager oversees daily service operations, shift-based delivery, and 24×7 support coverage. They are responsible for monitoring SLA/KPI performance, managing incident and change processes, and driving continuous service improvement.
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