IT Service Delivery Manager

The IT Service Delivery Manager is accountable for the end-to-end ownership, governance, and continuous improvement of assigned IT services, systems, and applications throughout their lifecycle. The role ensures that services remain aligned with business needs, agreed service expectations, security and policy requirements, user communication standards, financial structures, and vendor obligations.

Key areas of ownership include service lifecycle management, business impact analysis coordination, usage monitoring, service performance follow-up, compliance and audit activities, license management, vendor and contract coordination, and decommissioning initiation when systems or applications no longer meet requirements or have limited usage.

The role is also accountable for enabling effective communication between users, business stakeholders, vendors, and IT, including communication related to service requests, bug reports, release notes, outages, planned changes, risks, and service improvements. Through structured governance, stakeholder collaboration, and clear accountability, the IT Service Delivery Manager supports reliable, compliant, cost-aware, and business-aligned IT service delivery.

Own the end-to-end lifecycle of assigned IT services, systems, and applications, ensuring clear accountability from introduction through ongoing operation and decommissioning. Govern assigned services to ensure alignment with business needs, agreed service expectations, security requirements, policies, and operational standards.

Coordinate business impact analysis activities and maintain understanding of service criticality, usage, dependencies, and business relevance. Monitor service usage, performance, risks, and improvement needs, and initiate appropriate actions to maintain reliable and business-aligned service delivery. Ensure service-related compliance, audit, documentation, and evidence activities are coordinated and maintained in line with applicable requirements.

Manage license, cost, vendor, and contract-related coordination within the scope of assigned services, supporting cost-aware and controlled service management. Facilitate effective communication between users, business stakeholders, vendors, and IT regarding service requests, changes, releases, outages, risks, and improvements.

Support continuous improvement of assigned services by identifying opportunities to improve service quality, transparency, user experience, and operational effectiveness. Initiate and coordinate decommissioning activities when systems or applications no longer meet business, operational, compliance, or usage requirements.

Ability to take end-to-end ownership of assigned IT services, systems, and applications, including lifecycle management, usage monitoring, service relevance, and decommissioning coordination. Ability to understand business needs, translate them into service expectations, and manage communication with users, business stakeholders, IT teams, vendors, and governance functions.

Strong capability in service management practices, including service performance follow-up, risk coordination, incident/request/change-related communication, and continuous improvement of service delivery. Ability to coordinate service-related compliance, audit evidence, documentation, policy alignment, security requirements, and governance activities within the assigned service scope.

Ability to support controlled service management through vendor coordination, license oversight, cost awareness, contract follow-up, and financial governance related to assigned services. Ability to communicate clearly and proactively about service requests, outages, changes, releases, risks, improvements, and user-impacting issues across technical and non-technical audiences.

Ability to assess service usage, performance, risks, trends, feedback, and improvement opportunities to support reliable, transparent, and business-aligned service delivery. Ability to work effectively across IT Infrastructure, Software Engineering, Network, Security, Governance, business stakeholders, and external suppliers to ensure coordinated service outcomes.

This role offers the opportunity to grow professionally, build valuable skills, and contribute to meaningful outcomes. It also provides a supportive environment where individuals can develop their strengths and make a real impact.