Service Delivery & Project Manager (IT Services)

Service Delivery & Performance

• Manage end-to-end delivery of IT services in line with agreed scope, timelines, and quality standards.
• Monitor, manage, and report on SLAs and KPIs.
• Drive continuous improvement across service performance and efficiency.

Client & Stakeholder Management

• Act as the main point of contact for clients on service delivery matters.
• Build strong client relationships and manage expectations effectively.
• Lead service reviews, performance meetings, and improvement discussions.

Onboarding & Transition Management

• Lead onboarding of new clients and service engagements.
• Coordinate cross-functional teams to ensure smooth transition into live service.
• Define onboarding plans, milestones, and readiness criteria.
• Maintain close client engagement throughout onboarding.

Project Management

• Deliver IT and technical projects from initiation to completion.
• Define project scope, plans, schedules, and milestones.
• Manage risks, issues, dependencies, and change.
• Ensure projects are delivered on time, within budget, and to required quality standards.

Team & Delivery Coordination

• Coordinate service delivery and project teams to ensure effective delivery.
• Allocate work appropriately and support team performance.
• Promote collaboration, accountability, and continuous improvement.

Process & Operational Improvement

• Develop and maintain service delivery and project management processes.
• Manage escalations and ensure timely resolution of service or project issues.
• Produce operational and project reports for stakeholders.
• Analyse performance data to identify risks and improvement opportunities.

• Proven experience in Service Delivery Management and/or IT Project Management.
• Experience delivering IT or technical services in a client-facing environment.
• Strong communication and stakeholder management skills.
• Excellent planning, organisational, and problem-solving abilities.
• Experience using tools such as Jira, MS Project, or similar.
• Service Management certification (eg ITIL).
• Project Management certification (eg PRINCE2, PMP, Agile/Scrum).