IT Service Delivery & SLA Program Manager

Job Description

Meeza is seeking an IT Service Delivery & SLA Program Manager to oversee IT service performance and ensure consistent delivery of high-quality technology services. The role focuses on managing service level agreements (SLAs), vendor performance, customer satisfaction, and continuous service improvement. The successful candidate will coordinate across technical teams and business stakeholders to maintain operational excellence. Strong experience in ITIL-based service management is preferred.

Key Responsibilities
Manage IT service delivery operations and performance.
Monitor and report SLA and KPI compliance.
Coordinate incident, problem, and change management activities.
Lead service review meetings with stakeholders.
Manage third-party vendors and service providers.
Drive continuous service improvement initiatives.
Develop service performance reports and dashboards.
Ensure compliance with IT governance and ITIL best practices.