Service Delivery Manager

The Service Delivery Manager (SDM) of technology governance is responsible for ensuring that IT services are delivered in a controlled, compliant, and efficient manner aligned with internal policies, regulatory requirements, and best practice frameworks such as ITIL and COBIT. This role acts as a key interface between IT operations, risk and compliance, and business stakeholders, ensuring that service performance, risk controls, and governance processes are consistently upheld. Overview

The Service Delivery Manager (SDM) oversees IT service delivery governance, risk management, and compliance activities to ensure consistent service performance and adherence to regulatory requirements. Responsibilities

Ensure consistent, high-quality delivery of IT services across the organization. Manage and monitor SLAs, OLAs, and KPIs to meet defined service performance standards. Lead service performance reviews and ensure corrective actions for service breaches. Ensure service delivery practices align with regulatory frameworks (e.g., BNM RMiT, ISO 27001, etc.). Support audits, regulatory inspections, and compliance assurance activities. Track and report on IT operational risks, incidents, and controls within service delivery. Govern key ITIL processes such as Incident, Problem, Change, Request, and Configuration Management Participate in Change Advisory Boards (CABs) with a governance oversight role. Act as the primary point of contact for business units regarding IT service performance. Manage vendor performance according to defined SLAs and contractual obligations Coordinate and lead vendor governance and service review meetings. Prepare and present service performance dashboards and governance reports to management Provide regular updates to governance forums and technology steering committees Ensure adherence to IT service management policies, standards, and regulatory requirements. Support policy reviews and contribute to updates based on operational learnings and audit findings Qualifications / Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field. ITIL 4 Foundation (required); ITIL 4 Managing Professional or Strategic Leader (preferred). COBIT Foundation or other governance certifications (desirable). Minimum 5–8 years of experience in IT service delivery or governance roles. Experience in regulated industries such as banking, insurance, or Takaful (preferred). Seniority level

Mid-Senior level Employment type

Full-time Job function

Information Technology Industries : Insurance The description has been cleaned of unrelated postings and extraneous content to focus on the role, responsibilities, and qualifications.

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