Technical Service Delivery Manager

Role Overview

Muller's Solutions is looking for a seasoned Service Delivery Manager responsible for directing and supervising managed IT services spanning Service Desk, Field Support, and Inventory Management. This position demands ensuring exemplary service quality, promoting operational excellence, overseeing distributed teams, and nurturing robust relationships with stakeholders while consistently meeting SLAs and KPIs.

Key Responsibilities

• Ensure attainment of SLAs and KPIs and provide detailed service performance updates to senior leadership.
• Lead and manage teams for Service Desk, Field Support, and Inventory Management.
• Oversee coordinated service delivery among multiple vendors and cross-functional teams.
• Plan and manage team schedules and workforce allocation for shift-based services.
• Create and implement personalized development plans for team members.
• Maintain structured governance for effective handling of incidents, problems, and escalations.
• Identify and pursue opportunities to enhance service delivery processes and operational efficiency.
• Establish and sustain solid relationships with internal teams and external stakeholders.
• Communicate efficiently with technical staff, business users, and senior executives.
• Lead operational problem-solving efforts and promote ongoing service improvements.

Qualifications and Requirements

• Bachelor's degree in Engineering, IT, Computer Science, or related discipline.
• Mandatory ITIL V4 Foundation Certification.
• Proven experience managing managed service teams of 30 or more across various locations.
• Background in managing shift-based IT support operations.
• In-depth understanding of IT Service Management (ITSM) processes and standards.
• Practical experience with ServiceNow or similar ITSM tools.
• Competence supporting endpoint devices such as laptops, desktops, mobile devices, and collaboration/meeting room systems.
• Experience coordinating multi-vendor service environments.
• Strong leadership, team management, and coaching capabilities.
• Exceptional stakeholder engagement and communication skills.
• Analytical and problem-solving aptitude coupled with sound decision-making skills.
• Commitment to fostering operational excellence and continual improvement.