Job Description

The Service Delivery Manager (SDM) ensures quality, compliance, and continuous improvement across IT service operations, with a strong emphasis on Incident Management (IM) QA/QC, trend analysis, and operational governance. The SDM works closely with the System Manager and the Incident and Service Management Specialist team to uplift the overall maturity and consistency of service delivery.

Key Responsibilities:

Quality Assurance & Quality Control (QA/QC):

• Perform QA/QC reviews on all Severity 1 and Severity 2 incidents to ensure accuracy, completeness, and adherence to processes.
• Audit incident ticket quality, including timelines, impact statements, vendor responses, and communication records.
• Validate that Incident and Service Management Specialist team follow escalation protocols, documentation standards, and war room governance.
• Identify gaps in incident execution...