IT Service Delivery Manager

TL;DR

IT Service Delivery Manager: Managing day-to-day service delivery activities including SLA monitoring, incident management, and service requests with an accent on ServiceNow platform optimization and operational governance. Focus on driving continuous improvement through workflow automation, maintaining CMDB accuracy, and ensuring high-quality service performance across cross-functional teams.

Company

hirify.global is an independent technology consulting firm providing guidance and solutions to businesses across 60+ countries.

What you will do

• Manage daily service delivery activities including SLA monitoring, incident, problem, and change management.
• Coordinate with internal stakeholders and vendors to ensure timely issue resolution.
• Drive continuous improvement initiatives by automating operational workflows and reporting.
• Enhance ServiceNow workflows, ticket lifecycle management, and service catalog structures.
• Prepare regular service delivery reports covering SLA adherence and operational metrics.
• Maintain and improve CMDB accuracy and asset inventory management.

Requirements

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or related fields.
• 3-5 years of experience as a Service Delivery Manager, IT Service Delivery, or Infrastructure support.
• Hands-on experience with ServiceNow ITSM modules or equivalent platforms.
• Strong understanding of SLA management, incident/problem management, and operational reporting.
• Familiarity with ITIL practices and service governance frameworks.
• English: Good communication skills required.

Nice to have

• Exposure to security operations or SecOps workflows.
• Experience working with vendors and cross-functional regional teams.
• Certifications such as ITIL Foundation or ServiceNow.

Culture & Benefits

• Competitive salary with 13th-month bonus.
• Premium healthcare insurance starting from the probation period.
• 14+ annual leave days per year.
• Opportunities for international mobility in over 60 countries.
• Access to technical workshops, training courses, and a tailor-made career path.
• Active team culture with sports clubs and regular team-building events.

Hiring process

• Brief virtual or phone conversation to discuss motivations and fit.
• Approximately 3 interviews with the line manager and team members.
• Potential case study, role play, or technical assessment depending on the role.