IT Service Delivery Manager

About the role

The IT Service Delivery Manager will ensure Inkomoko’s IT services are reliable, responsive, secure and aligned with the needs of teams across multiple countries. Reporting to senior leadership, the role oversees day‑to‑day service management, the Service Desk and coordination of IT operations across sites.

Key responsibilities

• Lead delivery of IT services to meet agreed service levels, performance standards and business requirements.
• Define and enforce consistent service delivery standards and practices across all country offices.
• Maintain visibility of IT service performance, risks and operational issues through regular reporting.
• Develop and maintain the IT service catalogue in collaboration with technology owners.
• Ensure users understand available services and appropriate support channels.
• Coordinate dependencies between Service Delivery, Infrastructure, Information Security and Software Engineering.
• Drive continuous improvement through process optimisation, automation and user‑focused enhancements.

Required profile

• Proven experience leading IT service delivery or service desk functions in a multi‑site environment.
• Strong understanding of service management principles and ability to align IT services with business goals.
• Excellent communication and stakeholder management skills across technical and non‑technical teams.
• Ability to analyse performance data, identify risks and implement corrective actions.

Required skills