Information Technology Service Delivery Manager

Job Title: IT Service Delivery Manager

Employment Type: Full-Time

Location: Osu, Accra, Ghana

Reporting To: CIO

Role Overview

The IT Service Delivery Manager is responsible for ensuring the effective, reliable, and secure delivery of IT services across the organization and its subsidiaries. The role requires a hands-on professional with proven experience in driving service excellence, managing service performance, and continuously improving IT service delivery aligned with ITSM best practices, ISO/IEC 27001 standards, and Agile/DevOps operating models.

The successful candidate will have actively performed a service delivery management role over the past five years, ideally within a multinational or multi-subsidiary organization, and will demonstrate strong stakeholder management, operational governance, and service optimization capabilities.

Key Responsibilities

Service Delivery & Operations

• Own end-to-end IT service delivery, ensuring services meet agreed SLAs, OLAs, and KPIs.
• Proactively manage service performance, availability, capacity, continuity, and incident resolution.
• Act as the primary escalation point for service delivery issues and ensure timely resolution.
• Drive continuous service improvement initiatives based on performance data and user feedback.

ITSM & Governance

• Implement and enforce ITSM best practices aligned with ITIL frameworks (Incident, Problem, Change, Release, Service Request, and Asset Management).
• Ensure IT services are delivered in compliance with ISO/IEC 27001 information security management standards.
• Support internal and external audits, risk assessments, and compliance reporting.
• Maintain service documentation, policies, procedures, and operational runbooks.

Stakeholder & Vendor Management

• Manage relationships with internal business stakeholders across subsidiaries to ensure alignment of IT services with business needs.
• Oversee third-party vendors and service providers, ensuring contractual obligations, SLAs, and performance standards are met.
• Facilitate service review meetings and performance reporting with stakeholders and suppliers.

Agile & DevOps Enablement

• Work closely with Agile and DevOps teams to ensure smooth service transition from development to operations.
• Support Agile ways of working, including sprint planning, retrospectives, and continuous delivery practices.
• Ensure operational readiness for new releases and system enhancements.

Project & Change Management

• Actively participate in IT projects, ensuring service delivery considerations are embedded from design through implementation.
• Manage and coordinate changes to production environments, minimizing business risk and service disruption.
• Track and report project delivery against scope, timelines, and quality expectations.

Performance Management & Reporting

• Define, monitor, and report on service performance metrics, trends, and improvement actions.
• Ensure adherence to agreed KPIs, SLAs, and OLAs across all IT services.
• Prepare regular service performance dashboards and executive-level reports.

Required Qualifications

• Bachelor’s degree in Electrical Engineering, Computer Engineering, Computer Science, or a closely related discipline.
• Minimum of 5 years’ hands-on experience in an IT Service Delivery Manager or equivalent role.
• Proven experience delivering IT services within a multinational organization or an environment with multiple subsidiaries.
• Strong working knowledge of ITSM frameworks (ITIL) and ISO/IEC 27001 standards.
• Demonstrated experience working within Agile and DevOps team environments.
• Solid experience in IT project management and service transition activities.

Required Skills & Competencies

• Strong understanding of IT service operations, governance, and continuous improvement.
• Proven ability to manage SLAs, OLAs, KPIs, and vendor performance.
• Excellent stakeholder management and communication skills.
• Analytical and data-driven approach to service performance and problem resolution.
• Hands-on, delivery-focused mindset with the ability to operate at both strategic and operational levels.
• Strong leadership and team collaboration skills.

Desirable Certifications (Advantageous)

• ITIL Foundation or higher
• ISO/IEC 27001 Lead Implementer or Auditor
• Agile, Scrum, or DevOps certifications
• Project Management certifications (PMP, PRINCE2, or equivalent)

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