Muller’s Solutions is seeking an experienced Service Delivery Manager to lead and oversee managed IT services across Service Desk, Field Support, and Inventory Management functions. The ideal candidate will ensure high-quality service delivery, drive operational excellence, manage distributed teams, and maintain strong stakeholder relationships while meeting agreed SLAs and KPIs.
Key Responsibilities
•
Drive SLA and KPI achievement and provide regular service performance reports to senior stakeholders.
•
Lead and govern Service Desk, Field Support, and Inventory Management teams.
•
Coordinate managed service delivery across multi-vendor and cross-functional teams.
•
Manage team scheduling and workforce planning for shift-based operations.
•
Develop and execute individual development plans for team members.
•
Ensure effective incident, problem, and escalation management through structured governance.
•
Identify opportunities to improve service delivery processes and operational efficiency.
•
Build and maintain strong relationships with internal and external stakeholders.
•
Communicate effectively with technical teams, business users, and senior management.
•
Lead operational problem-solving initiatives and drive continuous service improvement.
Requirements
Nice to have
•
Bachelor’s degree in Engineering, Information Technology, Computer Science, or a related field.
•
ITIL V4 Foundation Certification (Mandatory).
•
Proven experience managing 30+ member managed service teams across multiple locations.
•
Experience managing shift-based IT support operations.
•
Strong knowledge of IT Service Management (ITSM) processes and best practices.
•
Hands-on experience with ServiceNow or similar ITSM platforms.