Service Delivery Manager
Posted 5
views
JOB DESCRIPTION
Key Responsibilities
Service Delivery & Operations
- Manage end-to-end service delivery across multiple customer accounts
- Act as the primary operational point of contact for clients
- Ensure SLA/KPI achievement and contractual compliance
- Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC
- Coordinate cross-functional teams, vendors, and stakeholders
- Manage escalations, risks, and service priorities
Customer & Governance Management
- Build strong relationships with customer stakeholders
- Lead governance meetings, service reviews, and QBRs
- Present service performance, risks, and improvement initiatives
- Drive customer satisfaction and handle escalations
Operational Governance
- Monitor SLA performance, KPIs, ticket trends, and service quality
- Ensure adherence to ITIL processes (Incident, Problem, Change Management)
- Maintain operational documentation (SOPs, runbooks, reports)
- Manage vendor performance and contractual obligations
Service Transition & Continuous Improvement
- Support onboarding and transition to BAU operations
- Identify operational risks and gaps during transition
- Drive service improvement, automation, and optimization initiatives
Collaboration
- Partner with Sales/Account teams on customer retention and growth
- Work with technical teams and vendors to ensure seamless service delivery
Requirements
- Degree/Diploma in IT, Computer Science, Engineering, or related field
- Minimum 5 years of experience in IT Service Delivery within a Managed Services environment
- Proven experience managing multiple customer accounts
- Experience leading cross-functional technical teams and vendors
- Strong knowledge of ITIL processes and service management practices
- Excellent stakeholder management, communication, and presentation skills
JOB REQUIREMENTS
Please refer to job description for more details.