Excis
is a global IT support leader, driven by innovation and collaboration. We are looking for a highly organized and relationship-focused
Service Delivery Manager
to lead and manage end-to-end projects—from conception to deployment—ensuring successful delivery, customer satisfaction, and alignment with business goals.
Client Presence:
190+ countries
Team:
6,000+ Engineers
Clients:
200+ Enterprise Clients
We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex Partner Management challenges to celebrating wins together, we put our people first.
Start your journey with Excis and grow with us!
Location:
Fully Remote (Must have reliable high-speed internet and suitable home office setup)
Shift:
EMEA Business Hours
– Must be willing to work during European daytime hours (aligning with GMT/BST/CET time zones)
Service Delivery Management:
Ensure consistent delivery of IT services aligned with
SLAs, KPIs, and business requirements
; manage service operations, monitor performance, and drive continuous improvements.
ITIL Process Management:
Implement and manage
ITIL-based processes
including Incident, Problem, Change Management, Service Request Fulfilment, and Service Level Management, ensuring alignment with
ITSM best practices
.
ServiceNow Platform Management:
Utilize
ServiceNow
for incident logging, tracking, resolution, problem management, change approvals, service catalogue, and generate
reports and dashboards
for operational performance.
Technical Oversight (Break/Fix & Microsoft OS):
Provide oversight for
break/fix support
across desktops, laptops, servers, and infrastructure; support troubleshooting of
Microsoft Windows desktop and Windows Server environments
.
Client & Stakeholder Management:
Act as primary contact for
service escalations
, conduct service review meetings, and ensure
high customer satisfaction
.
Incident & Problem Management:
Lead
major incident management
, minimize downtime, and ensure
root cause analysis
with preventive actions.
Continuous Service Improvement:
Identify opportunities to enhance
service efficiency and reliability
using
ServiceNow analytics and reporting
.
Reporting & Governance:
Produce
service performance and SLA compliance reports
, track incident trends and operational metrics, and ensure adherence to
governance, security, and compliance policies
.
Why Join Excis?
Be part of a collaborative and innovative global team driving industry-leading IT solutions.
Work remotely from anywhere with reliable internet access.
Professional growth and continuous learning opportunities.
Competitive compensation (commensurate with experience and local market rates).
Meaningful career advancement and the chance to contribute to the success of a global leader in IT services.
Excis is a trusted global IT services company, delivering agile, multilingual support across 150+ countries. From end-user computing to data centre and network solutions, we provide 24/7 coverage with 4-hour onsite response, anywhere in the world.
With ITIL-aligned service desks and a strong focus on reliability, Excis partners with enterprise and mid-sized businesses to keep operations running smoothly — no matter the challenge, no matter the location.
