Service Delivery Manager

BULLIT MANAGEMENT SERVICES LIMITED; Bergen; On-site; NOK 900,000 - 1,200,000; Full time

Job summary

BULLIT MANAGEMENT SERVICES LIMITED is seeking an Onsite Service Delivery Manager to act as the primary interface between the client and delivery organization at a Bergen site. The role ensures IT services meet SLAs, KPIs, and business objectives while coordinating with offshore teams, vendors, and internal stakeholders.

The role emphasizes governance, escalation management, performance monitoring, and continuous improvement, with a focus on stability, automation, and cost efficiency within an

Qualifications

• Bachelor’s degree in Engineering, IT, or related field.
• PMP / Prince2 certification is a plus.
• Strong ITIL-based service management knowledge and practices.

Responsibilities

• Own end-to-end service delivery for all in-scope IT services at client location.
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
• Drive incident, service request, problem, and change management processes.
• Monitor service performance and implement corrective actions to improve service quality.
• Act as SPOC for client stakeholders and provide executive updates and reviews.
• Lead major incident management (P1/P2) and drive RCA and CAPA actions.
• Coordinate with onsite, offshore, and third-party teams for seamless delivery.

Skills

Stakeholder management

Communication skills

Escalation handling

Data-driven decision making

Education

Bachelor’s degree in Engineering, IT, or related field

PMP or Prince2 (nice to have)

Tools

ServiceNow

Power BI

Monitoring tools

Job description

The Onsite Service Delivery Manager (SDM) will act as the primary interface between the client and delivery organization, ensuring seamless execution of IT services in alignment with contractual SLAs, KPIs, and business objectives.

This role is responsible for service governance, stakeholder engagement, operational performance, escalation management, and continuous improvement, while coordinating closely with offshore teams, vendors, and internal stakeholders.

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Key Responsibilities

1. Service Delivery & Operations

• Own end-to-end service delivery for all in-scope IT services at client location
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments
• Drive incident, service request, problem, and change management processes
• Monitor service performance and implement corrective actions to improve service quality

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2. Client & Stakeholder Management

• Act as the single point of contact (SPOC) for client stakeholders
• Build strong relationships with business and IT leadership
• Conduct daily/weekly/monthly governance meetings
• Provide executive-level updates, dashboards, and service reviews (SteerCo)

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• Lead major incident management (P1/P2) and ensure timely resolution
• Drive RCA reviews and track corrective and preventive actions (CAPA)
• Manage critical escalations with a proactive and assertive approach

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• Coordinate with onsite, offshore, and third-party teams
• Ensure optimal resource utilization and skill alignment
• Monitor vendor performance and compliance with SLAs
• Foster a collaborative and high-performance team environment

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5. Service Governance & Reporting

• Establish strong governance frameworks and reporting cadence
• Publish RAG status, service dashboards, and KPIs for leadership review
  • SLA compliance
  • Incident resolution trends
  • Same-day closure rates
  • Ticket backlog and aging
• Identify opportunities for automation, optimization, and cost efficiency
• Drive process standardization and best practices (ITIL framework)
• Lead initiatives in
  • ServiceNow / ITSM optimization
  • End-user experience improvements
  • Automation (e.g., Power BI, scripting, integrations)

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7. Transition & Change Management

• Support service transitions and stabilization (project to BAU)
• Ensure smooth onboarding of new services or enhancements
• Govern change implementation with minimal business disruption

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Technical & Process

• Strong expertise in ITIL-based service management processes
• Familiarity with tools like ServiceNow, Power BI, monitoring tools

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Leadership & Functional

• Strong stakeholder management and communication skills
• Proven ability in handling escalations and crisis situations
• Experience managing global delivery models (onsite/offshore)
• Data-driven decision-making and analytical mindset

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Soft Skills

• Excellent communication and presentation skills (executive-level)
• Strong problem-solving and decision-making ability
• High ownership, accountability, and customer focus

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Qualifications

• Bachelor’s degree in Engineering, IT, or related field
• PMP / Prince2 (good to have)

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Success Criteria

• Consistent SLA and KPI achievement
• High customer satisfaction (CSAT) scores
• Reduction in incidents, backlog, and recurring issues
• Improved operational efficiency and automation adoption