Service Delivery Manager
About the role
The Service Delivery Manager oversees IT service operations, manages client relationships, leads the service delivery team, and ensures quality service delivery, client satisfaction, and achievement of business objectives.
Key responsibilities
Lead and manage service delivery operations to ensure efficient execution of IT services, achievement of operational targets, and compliance with client requirements and service-level agreements (SLAs)
Build and maintain strong client relationships by understanding business needs, addressing concerns, managing expectations, and ensuring high levels of customer satisfaction
Oversee service performance and operational efficiency by monitoring key performance indicators (KPIs), SLAs, service quality, productivity, and delivery commitments
Manage and develop the service delivery team by providing leadership, guidance, coaching, and performance feedback to promote accountability, collaboration, and continuous improvement
Oversee incident, problem, and escalation management to ensure timely resolution of service issues, effective root cause analysis, and implementation of corrective and preventive actions
Manage service delivery budgets and resource allocation to ensure optimal utilization of personnel, operational resources, and project costs
Identify opportunities to improve operational efficiency and reduce costs while maintaining service quality, meeting client expectations, and ensuring customer satisfaction
Drive continuous service improvement initiatives by analyzing client feedback, operational reports, recurring issues, and performance trends to enhance service delivery processes
Collaborate with internal departments, technical teams, project managers, and business unit leaders to align service delivery strategies with organizational objectives and client requirements
Oversee assigned IT projects and service engagements to ensure timely delivery of milestones, compliance with agreed scope, achievement of deliverables, and fulfillment of client expectations
About you
Bachelor's degree in Information Technology, Computer Science, Business Management, Business Administration, or a related field
At least 3–5 years of relevant experience in IT service delivery, technical support, IT operations, project management, or a related field
At least 1–2 years of experience in a leadership or managerial role, preferably as a Service Delivery Manager, Service Delivery Lead, IT Operations Lead, or equivalent position
Experience managing client relationships, service-level agreements (SLAs), operational performance, incident escalations, and service improvement initiatives
Relevant certifications in IT Service Management, such as ITIL, are an advantage
Experience in an IT services, managed services, systems integration, or BPO environment is preferred