Our client is well-established Technology Company, specialized in the Maritime tech sector, and seeking to hire an experienced Service Delivery Manager to lead the IT support function and ensure world-class service delivery across internal and external stakeholders. This role is ideal for a dynamic leader who thrives in fast-paced environments, is passionate about operational excellence, and is committed to continuous improvement.
Responsibilities
- Lead IT Support Teams: Oversee and coordinate Level 1 Helpdesk and Level 2 Desktop Support operations, ensuring optimal staffing, smooth workflows, and consistent service availability.
- Own Service Performance: Monitor and manage Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and overall service quality, driving improvements in speed, efficiency, and customer satisfaction.
- Drive Incident & Problem Management: Manage escalated incidents and requests with urgency and precision. Conduct root cause analysis and implement long-term solutions to recurring issues.
- Optimize ITSM Processes: Champion ITIL-aligned service management practices and implement strategies to streamline workflows, reduce downtime, and enhance user experience.
- Act as a Trusted Stakeholder Liaison: Serve as the key point of contact for stakeholders, delivering clear, consistent communication and regular performance reports.
- Mentor & Upskill Teams: Build a high-performance culture by identifying training needs, coaching team members, and fostering professional growth.
- Enhance Technology & Tools: Evaluate, recommend, and implement modern ITSM platforms and support technologies to improve delivery capabilities.
- Manage Vendor Relationships: Collaborate with third-party providers to ensure contract compliance, service delivery, and operational alignment.
- Ensure Compliance & Security: Uphold cybersecurity standards and data protection policies, with a strong understanding of industry-specific regulatory frameworks.
- Support Business Development: Contribute to technical proposals, pre-sales discussions, and service assurance strategies that support business growth.
Background and Experience:
- Bachelors degree in IT, Computer Science, Engineering, or related field (Masters preferred).
- 5+ years in IT service delivery, with at least 2 years in a leadership role.
- Certified in ITIL v4 or equivalent service management methodology.
- Experience managing IT support functions in complex or enterprise-level environments.
- Familiar with ITSM tools such as ServiceNow, Jira, or equivalent platforms.
- Strong analytical, leadership, and communication skills.
- Demonstrated ability to manage multiple priorities and meet deadlines.
- Exposure to maritime, fintech, or tech-heavy sectors is a plus.
- Comfortable with vendor negotiations and external relationship management.
- Knowledge of cybersecurity practices, cloud-based infrastructure, and IT compliance standards.
What’s in It for You?
- Salary depends on experience: 60K – 65K EUR Gross/ Year (13th salary included)
- Provident Fund
- Medical Insurance
- Collaborative and agile working environment.
- Exposure to cutting-edge technologies and international operations.
Are you ready to develop your career? Apply now by sending your CV to marie.pavlou@emeraldzebra.cy
