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Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Lead service delivery across onshore and offshore teams
- Ensure SLAs/KPIs are met and continuously improved
- Act as escalation point for major incidents and client issues
- Manage change, problem, and incident processes
- Build strong client relationships and lead service reviews
- Own financial performance, including forecasting, revenue, and billing
- Drive collaboration across teams and ensure standard processes are followed
Requirements
What you’ll need- 5–7+ years in IT service delivery or managed services
- Strong understanding of IT infrastructure and service management (ITIL preferred)
- Proven client-facing experience and stakeholder management skills
- Commercial awareness, including P&L responsibility
- Experience with ITSM/CRM tools (e.g., ServiceNow, Jira)
- Strong communication and problem-solving abilities
Benefits
Comp & perks- Equal opportunities employer
- Commitment to diversity and inclusion
- Support for reasonable adjustments during recruitment process
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT service deliverymanaged servicesIT infrastructureservice managementITILstakeholder managementP&L responsibilityITSM toolsCRM tools
Soft Skills
client-facing experiencecommunicationproblem-solvingcollaborationrelationship building