IT Service Delivery Manager


The Role & Key Responsibilities
Skills Required
What you will get in return
Additional Information

Skills Required

  • A University degree in Accountancy or equivalent/Final stages of ACCA qualification
  • An ability to work to and meet agreed deadlines
  • Ability to work under pressure
  • Competence in Excel, general IT and accounting packages
  • A minimum of 3 years’ experience in a similar role
  • Experience in audit would be ideal, but not necessary
Tab Item Content

Skills Required

  • A University degree in Accountancy or equivalent/Final stages of ACCA qualification
  • An ability to work to and meet agreed deadlines
  • Ability to work under pressure
  • Competence in Excel, general IT and accounting packages
  • A minimum of 3 years’ experience in a similar role
  • Experience in audit would be ideal, but not necessary
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Department: IT

Employment Type: Full-Time Permanent

Role & Key Responsibilities:

The SDM is the single point of contact (SPOC), for the management of the IT Services of the Apex IT Service. The SDM will interface with the customer, delivery/project management, and all delivery resources. The SDM will have a broad understanding of IT operations covering service desk, networking, server and storage.

The SDM will be expected to deliver services customer locations where we are providing Service, across 9 locations globally.  This may require out of hours support when required. The role may also require flexibility to undertake International travel from time to time as part of the delivery of service. The SDM will report to the Apex Head of Service Management. The SDM’s principal responsibilities are:

Service Delivery Management:

  • Responsible for service delivery to all assigned customer(s) to the Service Level Agreements (SLA);
  • Owner of all Service Desk Processes (Incident, Problem Change etc.), amend and create new processes where appropriate;
  • Manage the service desk tool (s), enhance and innovate where appropriate;
  • Deliver the service in line with the project budget;
  • Maintain, monitor and improve services;
  • Liaison to customer for escalations and service quality;
  • Identify project risks and issues, maintain risk register, and issues logs;
  • Responsible for the efficiency and productivity of the service desk, regularly review the resource estimates and forecasts to support Service Delivery.

Operation Management:

  • Overall responsibility for the IT operations and daily maintenance duties;
  • Ensure that all operational procedures are executed;
  • Responsibility for the testing and monitoring of all DR procedures.


  • Ensure customer satisfaction levels are maintained;
  • Report on KPI’s and SLA achievements, on daily, weekly, and monthly intervals where appropriate;
  • Major incident reporting;
  • Provide input/analysis on Staff Performance to Operations Management;
  • Maintain & monitor customer satisfaction levels;
  • Present  monthly service reviews to CIO;
  • Responsible for Customer Satisfaction (CSAT) survey;

Change/Problem Management:

  • Coordinate activities for Change and Problem Management;
  • Ensure tools updated with relevant information;
  • Control workflow of problems and changes;

Vendor Management

  • Management of local and global suppliers;
  • Develop and maintain professional / trustworthy relationships with vendors;
  • Negotiate pricing and contract reductions where appropriate;
  • Complete vendor assessment forms;
  • Liaise with the customer and external managed service vendors to coordinate IMAC-Ds on new/existing WAN connections.


  • Ensure project documentation is up to date (e.g. SOHB, ISO processes, etc);
  • Configuration changes as required (e.g. Categories, accounts, escalations, notifications, assets, forms, etc);
  • Own processes and ensure customer requirements are met (Infosec, compliance, etc).
  • Ensure the adoption of Apex Processes and procedures across the acquired company, in line with the timelines of the transition project;
  • Support client audits with documentation and audit responses in relation to IT questions.
  • 3rd Level Degree in IT Discipline or similar;
  • 3+ years in a management/leadership role delivering service against SLAs or agreed targets;
  • Strong leadership and influencing capabilities;
  • Good presentation skills and Communication skills;
  • Good documentation skills;
  • PM certification desirable;
  • Experience with managing vendors, and budgets
  • Experience leading an IT team either in Supervisor, Team Lead or Manager role;
  • ITIL Certified v3 with experience in an ITIL environment,
  • Experience with Incident/Problem/Change management processes, experience in outsourced IT preferable, technical background in infrastructure required.
  • A high level of visibility within a large organisation on an upwards trajectory
  • The ability to define marketing processes to drive innovation and have a tangible impact on the business
  • Be part of a dynamic and fast-paced team that makes a genuine impact on revenue and sales pipeline.
  • Exposure to all aspects of the business, cross-jurisdiction and to working with senior management directly.
  • Opportunity to work with a diverse, agile and global marketing team.
  • The opportunity to innovate, bring discipline to brand activity and really make a difference.

We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic, responsibilities for dependants, physical or mental disability. Any hiring decision are made on the basis of skills, qualifications and experiences.

We measure our success as a business, not only by delivering great products and services and continually increasing our assets under administration and market share, but also by how we positively impact people, society and the planet.

For more information on our commitment to Corporate Social Responsibility (CSR) please visit our CSR policy page.

If you are looking to take that next step in your career and are ready to work for a high performing organisation, alongside talented people who take pride in delivering great results, please submit your application (with your CV, cover letter and salary’s expectations) to our dedicated email address: [email protected]

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Life At Apex

"Working here I have the space to be creative, take ownership and develop continuously. It’s a great company with a purpose, which in turn enables its people to identify with the core values and mission."

Diane Mero, Office Manager, Dubai

What we look for

We look to recruit bright, articulate and numerate employees who are not afraid of a challenge and are prepared to work hard and love what they do. Every employee plays a part in making our business what it is today and the more we grow, the more important that becomes.


Whatever your career path, ambition or skillset you will be joining an entrepreneurial environment and become part of a globally connected team. We don’t just want you to succeed, we want you to flourish.

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