Service Delivery Manager (Ref 26446)

Responsibilities Service Operations & Delivery • Manage day-to-day BAU operations for biometric applications, systems and related infrastructure. • Ensure system availability, operational stability, and compliance with SLA/KPI requirements. • Coordinate and monitor support activities across multiple support teams, vendors, and stakeholders. • Lead operational reviews and service governance meetings with customers. Incident Management & Investigation • Lead major incident handling, troubleshooting coordination, and service recovery activities. • Drive root cause analysis (RCA) and ensure proper corrective and preventive actions are implemented. • Coordinate with technical teams for incident investigation, log analysis, and escalation management. • Track incident trends and recommend improvement actions to reduce recurring issues. Customer Management • Act as the primary customer-facing representative for operational and service-related matters. • Provide timely updates, incident communication, and operational reporting to customers. • Build strong customer relationships and maintain customer confidence during critical situations. • Support customer discussions on operational improvements, risk management, and service enhancement initiatives. Reporting & Governance • Prepare operational reports, SLA/KPI reports, incident summaries, and management presentations. • Conduct regular service review meetings with customers and internal stakeholders. • Ensure proper documentation of incidents, operational procedures, and escalation processes. • Maintain audit readiness and operational compliance documentation. Continuous Improvement • Identify operational gaps and recommend process improvements. • Drive automation, monitoring enhancement, and operational efficiency initiatives. • Support system upgrades, patching activities , and operational readiness activities. Requirements • Degree in Information Technology, Computer Science, Engineering, or related field. • Minimum 5–…