Job Title: Service Delivery Manager
Location: Mozambique
Company: Complete Enterprise Solutions
Overview
We are seeking a highly skilled Service Delivery Manager to ensure the efficient and effective delivery of IT services across End User Support, Infrastructure Managed Services, and Helpdesk functions. This role will serve as the primary interface between IT and business units—ensuring SLAs are consistently met, incidents are resolved in a timely manner, and continuous improvement initiatives are driven proactively.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Management, or a related field (required)
- ITIL Certification (preferred; higher-level ITIL certifications are an advantage)
- Certifications in relevant technologies (e.g. Microsoft, Cisco, AWS) are a plus
- Proven experience in managing IT service delivery and support operations
Core Competencies
- Proven experience managing end user support, infrastructure operations, and helpdesk teams
- Strong knowledge of ITIL framework (preferably ITIL certified)
- Experience with ITSM tools (ServiceNow, BMC Remedy, etc.)
- Strong understanding of IT infrastructure, networking, and enterprise systems
- Excellent communication, stakeholder management, and leadership skills
- Strong leadership, communication and problem-solving skills
- Technical or higher education in areas such as Engineering, Information Technology, or similar
- Fluent in English and Portuguese (both written and verbal)
Key Responsibilities
- Provide leadership and oversight to the Helpdesk and Technical Support teams
- Monitor and review support tickets regularly to ensure resolution within defined SLAs
- Track service metrics including SLAs, ticket volumes, customer satisfaction, and team productivity
- Manage and ensure adherence to all SLAs
- Follow up with teams to resolve delays or discrepancies in a timely manner
- Conduct regular sync-up meetings with Technical Leads and teams to maintain alignment across customer accounts
- Act as a liaison between Helpdesk, Technical teams, and other business units to bridge operational gaps
- Serve as the primary escalation point for SLA-bound customers to ensure consistent service delivery
- Lead technical escalations and perform root cause analysis for recurring issues
- Motivate and coordinate technical and support teams to promote high performance and professional development
- Plan and schedule maintenance, repair work, projects, and support activities
- Prepare and submit daily management reports with accurate information
- Ensure compliance with health, safety, and internal policy standards
- Develop and improve operational procedures, policies, and best practices (e.g., ITIL)
- Collaborate with IT teams to enhance operational efficiency and maintain clear communication
- Manage budgets, service performance reports, and ensure accurate service billing
- Oversee inventory, tools, equipment, and suppliers, as applicable
- Perform additional duties as required
Please only apply if you meet the relevant minimum requirements for this role:
- Education: Bachelor’s degree in Information Technology or related field
- Experience: Minimum of 3 years of experience in IT infrastructure, networking, and enterprise systems
- Languages: Fluency (both written and verbal) in English and Portuguese
Apply for this job: https://www.linkedin.com/jobs/view/4267141497
