IT Service Delivery Manager

Role Description

The IT Service Delivery Manager (part-time, remote) oversees the delivery, quality, and continuous improvement of IT services supporting Star Concord (BD) Limited’s global logistics operations. This role manages day-to-day IT service performance, including incident and request handling, escalation management, and coordination with internal teams and external vendors. The manager monitors service level agreements (SLAs), tracks key performance indicators (KPIs), and ensures alignment with business needs and compliance standards. Responsibilities include maintaining IT processes and documentation, supporting system changes and upgrades, identifying service risks, and driving service improvement initiatives. The role also involves collaborating with stakeholders across regions to ensure reliable, secure, and efficient IT operations that enable smooth freight forwarding and logistics workflows.

Qualifications

• Candidates should possess strong IT Service Delivery and IT Service Management skills, including experience with SLAs, incident management, and service improvement.
• Candidates should possess solid Information Technology and IT Operations skills, with hands-on knowledge of infrastructure, applications, and support processes.
• Candidates should possess proven IT Management skills, including coordination of cross-functional teams, vendor management, and resource planning.
• Relevant experience in logistics, freight forwarding, or supply chain environments is beneficial.
• Strong analytical, problem-solving, and prioritization abilities, with attention to detail and a focus on service quality.
• Effective written and verbal communication skills, with the ability to work collaboratively across cultures and time zones in a remote setting.
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Familiarity with ITIL or similar service management frameworks and basic knowledge of cybersecurity best practices is an advantage.

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