Service Delivery Manager

ServiceNow ITSM Operations
Operate within a ServiceNow-based IT Service Management environment, ensuring effective execution of core ITSM processes including:
Incident Management
Problem Management
Change Management
Request Management
Knowledge Management
Ensure ServiceNow workflows, ticket management processes, and reporting mechanisms are consistently followed by operational teams.
Monitor incident trends, service request volumes, and operational performance using ServiceNow dashboards and reports.
Drive operational improvements through ServiceNow workflow optimisation, automation initiatives, and knowledge base enhancements.
Incident, Problem & Change Management
Ensure effective execution of incident, problem, and change management processes.
Drive timely resolution of incidents and ensure escalation procedures are followed for major incidents.
Lead root cause analysis activities and coordinate corrective actions to prevent recurring service di...