Information Technology Service Delivery Manager (SCDS/EL)

Job Responsibilities:

• Manage the performance of services and ensure that Service Levels are achieved for Security and Access Control Systems
• Assist to formulate ITSM policies and processes
• Management of IT and cyber incidents and notifications
• Engaging the customer and/or vendors to ensure the smooth delivery of services when required
• Communicate effectively on technical and business issues to both internal team members and customer
• Engage customer proactively and provide timely response or updates to customer, where required.
• Provide Service Performance Reports at agreed schedule
• Oversee and control the efficiency of the Systems Operations
• Plan and execute operations and new projects
• Lead and mentor a team of engineers in the operations and support of both the IT and OT systems.
• Ensure that all processes and procedures are followed
• Lead troubleshooting efforts for complex environments to identify and eliminate network or system configuration issues
• Lead the troubleshooting and performing of root causes failure analysis for infrastructures issues
• Accountable and manage change management, patch management and configuration management for system operations
• Handle and manage major incidents and ensure that incidents are closed within SLA.

Job Requirements:

• At least 8 years’ experience in IT Service Management
• Preference to have experience in handling Security and Access Control Systems or related fields.
• ITIL 4 certification
• Diploma and above in IT / Software / Engineering fields
• Independent, self-driven, highly customer focused and able to work under high-pressure environment especially during emergency restoration of services
• Good communication skills, keen to learn and a team player
• Experience with contract and vendor management
• Ability to work independently, plan and provide system solution
• Ability to manage stakeholders and vendors