IT Service Delivery Manager (Hybrid)

We are looking for an experienced IT Service Delivery Manager to lead and implement ITIL-based processes across the IT organization. This role requires end-to-end ITIL implementation experience and a strategic mindset to optimize IT service delivery, governance, and continuous improvement. The ideal candidate should have a second-level ITIL certification (e.g., ITIL 4 Managing Professional) and a proven track record of driving ITSM excellence in complex environments.

Key Responsibilities
End-to-End ITIL Implementation: Lead the design, implementation, and optimization of ITIL-based processes, ensuring alignment with business needs.
ITSM Strategy & Governance: Define IT service management policies, frameworks, and roadmaps to enhance IT service quality and efficiency.
ITSM Process Ownership: Oversee incident, problem, change, release, and service request management, ensuring best practices are followed.
Service Performance & Metrics: Establish and monitor SLA, OLA, and KPI metrics to measure IT service effectiveness and drive improvements.
ITSM Tool Management: Act as the Product Owner for the ITSM platform (e.g., Freshservice), ensuring optimal configuration and utilization.
Collaboration & Stakeholder Management: Work closely with IT leadership, operations teams, business stakeholders, and external vendors to optimize service delivery.
Training & Change Management: Educate and coach teams on ITSM principles, ensuring adoption and continuous improvement of IT processes.
Continuous Service Improvement: Drive automation, process enhancements, and proactive service management initiatives to improve IT operations.

Qualifications
7+ years of IT Service Management experience, with end-to-end ITIL implementation expertise.
ITIL 4 Managing Professional (MP) certification or equivalent (preferred).
Strong knowledge of ITIL practices, including incident, problem, change, and service request management.
Hands-on experience managing ITSM platforms, preferably Freshservice or similar tools.
Proven ability to develop and enforce SLA/OLA agreements and governance models.
Strong analytical, leadership, and stakeholder management skills.
Experience working in global or multinational IT environments is a plus.

Work Setup & Location
Hybrid work model with up to 3 remote workdays per week after onboarding.
Collaboration with global teams and external vendors to ensure seamless IT service delivery.