Service Delivery Manager

About MORO TECH

MORO TECH is a global tech company focused on empowering businesses through innovative business transformation solutions, data-driven insights, and deep technical expertise. Collaborating with one of the world's largest OEMs, the company places high value on creativity, diverse viewpoints, and meaningful contributions in a dynamic environment.

Role Impact and Overview

The Service Delivery Manager plays a vital role in transforming operational requirements, service challenges, and business priorities into well-defined procedures, efficient plans, and actionable improvements. This role integrates business analysis, governance, stakeholder engagement, and continuous enhancement to elevate IT operations' structure, scalability, and proactiveness.

Key Responsibilities

• Coordinate service delivery activities by monitoring priorities, risks, dependencies, and action items.
• Support internal IT operations including onboarding/offboarding, asset management, access controls, service requests, and compliance through controls.
• Analyze existing processes to identify bottlenecks and design streamlined, efficient workflows.
• Lead or contribute to Kaizen and continuous improvement projects related to IT and service delivery.
• Prepare and maintain operational reports, dashboards, status updates, and materials for management meetings.
• Collect data from various sources such as tools, tickets, meetings, and stakeholders to inform decision-making.
• Define and monitor KPIs, SLAs, risks, action plans, and improvement strategies.
• Create business cases for initiatives including tools, workforce planning, process changes, outsourcing, automation, or technology investments.
• Work closely with technical teams to clarify priorities, eliminate obstacles, and increase transparency of progress.
• Manage prioritization of incoming requests, projects, incidents, improvements, and daily operational activities.
• Document processes, decisions, responsibilities, and standard operating procedures.
• Translate complex operational or technical topics into clear language suitable for stakeholders and management.
• Organize and facilitate workshops, retrospective sessions, follow-ups, and problem-solving meetings.
• Question inefficient workflows and recommend tangible enhancements.
• Ensure IT initiatives remain structured, measurable, and aligned with organizational priorities.

Candidate Requirements

• Between 2 and 5 years of experience in business analysis, IT service delivery, IT operations, project coordination, or process improvement.
• Capability to convert business needs into clear requirements, actionable processes, or comprehensive reporting.
• Experience in documenting workflows, processes, requirements, decisions, and action plans.
• Strong analytical skills with a problem-solving and improvement mindset.
• Understanding of IT operations, service management, or project delivery methodologies.
• Ability to effectively collaborate with technical teams and clearly communicate with non-technical stakeholders.
• Excellent organizational skills including prioritization, follow-up, ownership, and accountability.
• Proficiency in preparing reports, business summaries, business cases, and management presentations.
• Facilitation skills for meetings, clarifying next steps, and ensuring completion of actions.
• Fluency in English, both written and spoken.
• A proactive attitude to constructively question and improve inefficient processes.
• Comfort working in a fast-paced environment with multiple priorities and stakeholders.
• Competence in working with data, metrics, KPIs, and operational reporting tools.
• Detail-oriented with a knack for adding structure to ambiguous situations.

Preferred Qualifications

• Familiarity with ITSM platforms such as Jira Service Management or similar tools.
• Knowledge of Agile, ITIL frameworks, and various service management disciplines including incident, change, and problem management.
• Experience applying Kaizen, Lean methodologies, process optimization, or operational excellence practices.
• Skill in preparing business cases, cost-benefit analyses, and investment proposals.
• Proficiency with Microsoft 365 apps (SharePoint, Teams, Planner), Power BI, Excel, Visio, and Power Automate.
• Previous experience in software, technology, consulting, automotive, engineering, or similarly intricate operational contexts.
• Capability in managing distributed and multi-national teams or stakeholders.
• Basic knowledge of automation, workflow design, data analysis, or low-code platforms.
• Experience providing support to technical or IT delivery leadership roles.
• Ability to produce clear documentation including process maps, dashboards, and executive summaries.

Benefits

• Competitive salary package aligned with your achievements.
• Annual reviews of performance and compensation to recognize your development.
• Monthly meal vouchers supporting your daily energy and creativity.
• Comprehensive private healthcare coverage extended to you and your family.
• Additional vacation days for personal rejuvenation and exploration.
• Annual budget dedicated to skill development and training.
• State-of-the-art technology setup with options for equipment upgrades to suit your preferences.
• Defined growth pathways with structured feedback sessions to monitor your progress.

Company Culture and Values

We embrace a fast, adaptable culture driven by continuous innovation and entrepreneurial spirit. We welcome ambiguity as a source of creativity and show passion in all achievements and lessons learned. Diversity and individuality are celebrated, creating an inclusive environment where everyone can bring their authentic selves to work.