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

• 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.
• Expertise supporting endpoint technologies, including:
• Laptops and desktops
• Mobile devices
• Meeting room and collaboration systems
• Experience coordinating services across multi-vendor environments.
• Strong leadership, people management, and coaching skills.
• Excellent stakeholder management and communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to drive operational excellence and continuous improvement initiatives.