Service Delivery Manager - Process Excellence & Continual Service Improvement

We are seeking an experienced Service Delivery Manager - Process Excellence & Continual Service Improvement to oversee end-to-end IT service delivery while driving structured process improvement and automation initiatives. This role combines service delivery ownership with a strong focus on process gap identification, ITIL-based service management, continual service improvement (CSI), and compliance with quality and service management standards. The role operates across hybrid environments (on-premises, cloud, and data center) and works closely with operations, engineering, cloud, security, and leadership teams to ensure services are reliable, efficient, compliant, and continually improving. Key Responsibilities 1. Service Delivery Management Own end-to-end delivery of IT services across infrastructure and cloud environments.
Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
Lead incident, problem, change, and service request management in line with ITIL best pra...