IT Delivery Management

Summary of Key Responsibilities

• Represent the SPM team in coordinating service onboarding and activation tasks, coordinating change and incident escalations, and track resolution and lifecycle actions for configuration items and assets.
• Maintain and update Service Performance Management service documentation (Escalation Matrices, SoW, RACI) and ensure compliance with agreements and internal policies.
• Support contract and scope changes, logging and tracking requests through agreed SMO processes and tools.
• Identify trends, escalate systemic issues, and drive continuous improvement initiatives with measurable outcomes.

Knowledge, skills and attributes

• Proactive problem-solver who balances operational discipline with pragmatic escalation.
• Collaborative team player who builds trust with internal customers and supplier partners.
• Detail-oriented with strong documentation and process adherence.
• Comfortable working in a fast-paced, changing environment and driving clear handoffs across teams.

Academic Qualifications and Certifications

• Bachelor’s degree in IT, Business, or related discipline preferred.
• ITIL Foundation minimum; ITIL Practitioner or higher preferred.
• Project or delivery certifications (PMP, PRINCE2, or equivalent) desirable.
• Experience working in large, matrixed organisations or global delivery models is an advantage.

Required Experience

• Strong knowledge of ITIL-based service management practices and governance frameworks.
• 4–7 years in IT service delivery, service management, or a related operational role supporting enterprise internal IT.
• Proficient with service management platforms (ServiceNow or similar), reporting tools and basic asset/configuration management
• Implement workflow automation for renewals, true-ups, and reporting.
• Developed and maintained digital reporting dashboards for real-time license usage, compliance, and spend analytics.
• Excellent communicator who can translate technical status into concise business updates and influence across levels