Service Delivery Manager
Posted Updated 3
views
Summary
The Service Delivery Manager acts as the primary point of contact for clients, ensuring IT services meet SLA and quality standards through incident, problem, and change management. The role involves leading technical teams, monitoring KPIs, and driving continuous service improvement initiatives.
Job Description:
- Serve as the primary point of contact for service delivery matters
- Ensure services are delivered in accordance with SLAs and quality standards
- Monitor KPIs (response time, resolution time, uptime, customer satisfaction)
- Manage escalations and ensure timely issue resolution
- Lead incident management and post-incident reviews (RCA)
- Coordinate service transitions, upgrades, and changes
- Provide regular service performance reports to clients and senior management
- Lead and support service delivery teams to meet operational targets
- Drive continuous service improvement initiatives
Requirements
Qualifications:
- Bachelor’s degree in IT, Engineering, or related field
- 2 years of experience in service delivery, IT operations, or managed services
- Proven experience managing client relationships in SLA driven environments
- Strong knowledge of incident, problem, and change management processes
- Experience leading cross functional technical teams
- Strong reporting and documentation skills
- Experience with Agile/Scrum Methodology
- ITIL certification (preferred)
Skills
As published by workable
First name, Last name, Email, Headline, Phone, Address, Photo, Education, Experience, Summary, Resume, Cover letter