Service Delivery Manager (Govt Project)

We are seeking an experienced Service Delivery Manager to support the Government Agency and Technology Facilities Management (ATFM) operations. This role serves as the primary coordinator for operational support activities, ensuring seamless service delivery and maintaining strong relationships with our client and partners.
Key Responsibilities
Service Delivery & Operations Management
Serve as the primary focal point for all ICA ATFM operational support activities, queries and issues
Monitor service performance and ensure incidents, service requests and queries are addressed within agreed Service Level Agreements (SLAs)
Support health checks, application monitoring and Business As Usual (BAU) service activities
Track and follow up on incident investigations, root cause analysis (RCA) and closure
Escalate major, critical or recurring issues to the Lead/Program Manager or Service Delivery Director
Coordinate with customer teams, partners and internal support groups to ensure seamless daily operations
Performance Monitoring & Reporting
Assist in reviewing service level performance against SLAs and Key Performance Indicators (KPIs)
Identify gaps and proactively recommend improvements
Support preparation of operational reports, dashboards and status updates for stakeholders
Ensure effective and timely communication on services delivered to the client
Change & Enhancement Management
Assist in the review and scheduling of enhancements, changes and maintenance tasks
Support short-term maintenance activities and technology refresh efforts under the guidance of the Lead/Program Manager
Review transition plans and enhancement milestones in consultation with support teams and clients
Process & Documentation
Help document Standard Operating Procedures (SOPs), work instructions and service management processes
Promote service excellence and process discipline within the team
Ensure all support tasks and deliverables meet quality and service standards
Resource & Team Coordination
Provide inputs for resource planning and forecasting based on operational needs
Coordinate task assignments, follow up on deliverables and ensure quality of service outputs
Assist senior managers in guiding junior engineers on operational tasks and standards
Delegate tasks effectively with clear goals and instructions
Stakeholder Management
Liaise with ICA technical teams, partners and interfacing application leaders to ensure smooth BAU operations
Build and maintain strong working relationships with all stakeholders
Support business development by identifying opportunities for service expansion or improvement
Essential Qualifications & Experience
Diploma or Degree in Information Technology, Computer Science, Engineering or related field
Minimum 3-5 years of experience in service delivery, application support or IT operations management
Experience working with government agencies or public sector clients is highly advantageous
Proven track record in managing SLAs, KPIs and operational performance metrics
Technical Skills
Strong understanding of ITIL service management frameworks and best practices
Experience with incident management, problem management and change management processes
Familiarity with application monitoring tools and service management platforms
Knowledge of root cause analysis (RCA) methodologies
Soft Skills & Competencies
Excellent communication and stakeholder management skills
Strong coordination and organizational abilities
Ability to work under pressure and manage multiple priorities
Proactive problem-solving mindset with attention to detail
Team player with the ability to work collaboratively across functions
Customer-focused with a commitment to service excellence

Employment type
Full-time

Work arrangement
No