Mandatory Skills / Must-Have: Minimum 7 years of relevant experience in IT Service Delivery or IT Operations. Strong knowledge of ITIL methodology (certification is a plus). Proven experience in managing SLAs, suppliers, and service performance. Excellent communication, negotiation, and stakeholder management skills. Strong customer focus and service-oriented mindset. Analytical mindset with ability to evaluate performance data and drive improvements. Nice-to-Have Skills: ITIL certification. Experience with Cloud or 3rd Party service management models. Background in policy establishment, risk management, or process improvement. Experience with asset and license management tools. Bachelor's or Master's degree in Computer Science, IT, Business Administration, or related field.