Assistant Manager Service Delivery

Assistant Manager Service Delivery - MMBL

Lead the IT Service Delivery function by ensuring seamless technical support, maintaining ITIL‑compliant service standards, and supervising a team of engineers to provide high‑availability infrastructure support across the bank’s branch network and head office.

Key Responsibilities

• Service Management & ITIL Compliance – Lead configuration, administration, and optimization of the bank’s ITSM solution, ensuring Incident, Problem, and Change Management workflows align with ITIL frameworks.
• SLA Governance – Define, monitor, and report on SLAs to ensure timely resolution of technical issues.
• Executive Support – Act as primary technical point of contact for Executive Management, providing high‑priority support for senior leadership.
• Technical Operations & Team Supervision – Manage a team of desktop and field engineers providing Level 1 support for Windows 10/11 environments, hardwa...