Service Delivery Manager / Director

Key Responsibilities

1. Managed Services Growth & Sales Enablement
2. Identify, develop, and drive new Managed Services business opportunities
3. Work closely with Sales to define, position, and sell managed services offerings
4. Build go-to-market strategies, service catalogs, and pricing models
5. Support pre-sales activities, including solution design, proposals, and client presentations
6. Drive pipeline growth and conversion for recurring revenue services

Practice Build & Service Portfolio Development

1. Establish and expand the Managed Services practice
2. Define service offerings across:
3. Infrastructure & Cloud Managed Services
4. Cybersecurity Services
5. End-user & Workplace Services
6. Develop standard operating procedures (SOPs), SLAs, and delivery frameworks
7. Introducing automation, monitoring, and service management platforms

Capability Assessment & Team Transformation

1. Conduct a comprehensive assessment of the current Technical Delivery team
2. Identify skills gaps, process inefficiencies, and structural limitations
3. Develop and execute a capability uplift plan
4. Hiring key roles
5. Upskilling existing team members
6. Introducing new tools and methodologies
7. Build a high-performance, scalable service delivery organisation

Technical Delivery Leadership (Post-Transformation Ownership)

1. Take full ownership of the Technical Delivery function once maturity is achieved
2. Oversee all delivery operations, including:
3. Managed Services (NOC, SOC, Service Desk)
4. Project Delivery (System Integration)
5. Ensure consistent delivery aligned with SLAs, KPIs, and customer expectations
6. Drive operational excellence and continuous improvement

Client & Stakeholder Management

1. Act as a senior escalation point for key customers
2. Build strong executive relationships with strategic clients
3. Conduct QBRs / service reviews to ensure customer satisfaction
4. Ensure high levels of CSAT (Customer Satisfaction Score) and retention

Financial & Commercial Ownership

1. Own and manage P&L for Managed Services and Delivery operations
2. Drive profitability, cost optimization, and revenue growth
3. Develop pricing strategies and improve service margins
4. Identify and execute upsell and cross-sell opportunities for Manage Services.

Operational Excellence & Governance

1. Implement and enforce ITIL-based service management practices
2. Ensure compliance with security, regulatory, and quality standards
3. Establish performance metrics, dashboards, and reporting frameworks
4. Drive automation, AI Ops, and digital transformation initiatives

Leadership & Culture

1. Build and lead a customer-centric, performance-driven culture
2. Mentor leadership team and develop future leaders
3. Establish clear organisational structure and accountability
4. Lead recruitment, retention, and performance management