Service Delivery Manager
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Job Description
Service Delivery Manager at MORO TECH, translating business needs into operational solutions and improvements. Supporting IT operations, process design, and team coordination for a global team.
Responsibilities:
- Coordinate Service Delivery activities, tracking priorities, risks, dependencies, and actions.
- Support internal IT operations, including onboarding, offboarding, assets, access, service requests, and controls.
- Analyse processes, identify pain points, and design clearer, more efficient workflows.
- Lead or support Kaizen and continuous improvement initiatives across IT and service delivery projects.
- Prepare operational reports, dashboards, status updates, meeting materials, and management summaries.
- Gather data from tools, tickets, meetings, and stakeholders to support decisions.
- Define and track KPIs, SLAs, risks, action plans, and improvement measures.
- Prepare business cases for tools, staffing, process changes, outsourcing, automation, or technology investments.
- Coordinate with technical teams to clarify priorities, remove blockers, and make progress visible.
- Support prioritisation of requests, projects, incidents, improvements, and operational tasks.
- Document processes, decisions, responsibilities, and ways of working.
- Translate operational or technical topics into clear business language for stakeholders and management.
- Facilitate workshops, follow-ups, retrospectives, and problem-solving sessions.
- Challenge inefficient ways of working and propose practical improvements.
- Help ensure IT work is structured, measurable, and aligned with company priorities.
Requirements:
- 2-5 years of experience in business analysis, service delivery, IT operations, project coordination, or process improvement.
- Ability to translate business needs into clear requirements, actions, processes, or reports.
- Experience documenting processes, workflows, requirements, decisions, and action plans.
- Analytical mindset, with the ability to structure problems and recommend improvements.
- Good understanding of IT operations, service management, or project delivery.
- Ability to work with technical teams and communicate clearly with non-technical stakeholders.
- Strong organisation, prioritisation, follow-up, ownership, and accountability.
- Comfort preparing reports, summaries, business cases, and management-level materials.
- Ability to facilitate meetings, clarify next steps, and ensure actions are tracked to completion.
- Strong communication skills in English, both written and spoken.
- Proactive mindset and willingness to challenge inefficient processes constructively.
- Ability to operate in a dynamic environment with multiple priorities and stakeholders.
- Comfort working with data, metrics, KPIs, and operational reporting.
- Strong attention to detail and ability to bring structure to ambiguity.
- Nice to have: Experience with ITSM tools such as Jira Service Management, or similar platforms.
- Familiarity with Agile, ITIL, service management, incident management, change management, or problem management practices.
- Experience with Kaizen, Lean, process optimisation, or operational excellence.
- Experience preparing business cases, cost-benefit analysis, or investment justifications.
- Experience with Microsoft 365, SharePoint, Teams, Planner, Power BI, Excel, Visio, or Power Automate.
- Experience working in technology, software, consulting, automotive, engineering, or other complex operational environments.
- Experience coordinating distributed teams or multi-country stakeholders.
- Basic understanding of automation, workflow design, data analysis, or low-code tools.
- Experience supporting technical managers, service delivery managers, IT managers, or engineering leads.
- Ability to create clear documentation, process maps, dashboards, and executive summaries.
Benefits:
- A competitive compensation package that grows with your impact.
- Annual Performance and Salary Reviews to celebrate your progress.
- Monthly Meal Vouchers to fuel your creativity.
- Premium Private Health Coverage for you and your family.
- Extra vacation days to recharge and explore.
- Yearly training budget to master new skills.
- Cutting-edge tech setup with optional upgrades to customize your gear.
- Structured growth plans and regular progress check-ins.
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