GRS Recruitment is excited to announce a fantastic opportunity for a Permanent Service Delivery Manager to join a leading Shipping company in beautiful Limassol. This is an excellent chance for an experienced IT professional to take the next step in their career within a well-established private organization. The Service Delivery Manager (SDM) is responsible for ensuring the efficient and high-quality delivery of IT services and support. This includes overseeing service operations, managing Level 1 Helpdesk and Level 2 Desktop Support teams, enhancing customer satisfaction, and driving continuous service improvements. The SDM will also coordinate with internal teams and external vendors to ensure seamless IT service delivery and compliance with industry regulations.
DUTIES AND RESPONSIBILITIES
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Leadership & Team Management: Lead and oversee the daily operations of Level 1 Helpdesk, Level 2 Desktop Support, and other IT service teams to ensure effective resource allocation and issue resolution.
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Service Delivery & Performance: Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), monitoring and improving service quality and response times.
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Incident & Problem Management: Oversee escalation and resolution of incidents and service requests while driving root cause analysis and corrective action plans.
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Process Optimization: Develop and refine ITIL-aligned service management processes to enhance efficiency and improve customer experience.
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Stakeholder Communication: Serve as the primary point of contact for internal and external stakeholders, providing regular reporting and insights on service performance.
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Training & Development: Identify training needs, mentor staff, and foster a high-performance culture within the IT support team.
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Technology & Tools Management: Evaluate, implement, and optimize IT service management (ITSM) tools to improve service delivery.
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Vendor & Supplier Management: Coordinate with external vendors to ensure contract compliance and timely service delivery.
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Regulatory Compliance & Security: Ensure compliance with cybersecurity regulations, data protection policies, and industry standards, particularly within the maritime sector.
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Support for Business Development: Provide technical expertise and service assurance commitments to support pre-sales and business development initiatives.
CANDIDATE PROFILE
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Bachelor’s degree in IT, Computer Science, Engineering, or a related field. A master’s degree is a plus.
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5+ years of experience in IT service delivery or IT operations, with at least 2 years in a managerial role.
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ITIL v4 certification or equivalent service management credentials.
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Experience managing helpdesk and desktop support functions in a medium-to-large organization.
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Strong knowledge of ITSM tools (e.g., ServiceNow, Jira, or similar platforms).
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Excellent leadership, communication, and problem-solving skills.
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Ability to manage multiple priorities in a dynamic, fast-paced environment.
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Familiarity with international maritime regulations (IMO, ISM, ISPS, etc.) and cybersecurity frameworks (NIST, ISO 27001) is a plus.
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Strong vendor management and contract negotiation skills.
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Knowledge of cloud-based IT service models (SaaS, IaaS, PaaS) and emerging technologies such as AI, machine learning, or data analytics in IT operations.
COMPANY BENEFITS
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Competitive salary and discretionary bonus
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Thirteen Salaries
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Pension Fund
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Medical Insurance
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Opportunities for professional growth and development
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A collaborative and innovative startup culture
Due to the high volume of applications received at GRS Recruitment, only shortlisted candidates will be responded to.
To apply for this position, please email your CV to
Hayley Buckle, hayley@grsrecruitment.com quoting the above job reference or call +357 25 342 720 for further information.