SICE

Manager

• Maintain a high-performing Service Support function aligned with ITIL and organisational standards.
• Own and manage Incident, Request, Change, Service Improvement, CMDB, and Escalation processes.
• Oversee and coordinate Major Incidents, including communication, stakeholder management, and post-incident reviews.
• Coordinate day-to-day operational activities to maintain service performance and consistent practices.
• Develop, maintain, and monitor Service Level Agreements (SLAs).
• Identify and deliver service improvement initiatives.
• Coordinate and manage minor project activities, including quotes, stakeholder liaison, and on-time delivery.
• Track and manage contract financials, resource costs, third-party expenses, and forecast budgets.
• Lead, mentor, and performance-manage the support team.
• Manage onboarding, training, and succession planning.
• Drive accountability, continuous improvement, and customer focus.
• Conduct internal review meetings covering performance, SLAs, risks, and quality metrics.
• Ensure compliance with contractual obligations.
• Build relationships with clients, vendors, and internal teams.
• Manage third-party vendors and act as the primary escalation point.
• Represent the Support and Maintenance team during system changes.
• Produce service performance reports.
• Analyse incident trends, lead root cause analyses, and implement preventative actions.
• Support audit, performance, and service review activities.

Explore Service Delivery Manager at SICE. Review requirements and application details.

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Service Delivery Manager