Service Delivery Manager

Service Delivery Manager

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We are seeking a Service Delivery Manager to take full ownership of service delivery within our MSP operating model. This role serves as the senior operational authority, accountable for end-to-end service performance across Microsoft 365 (Modern Work), Azure Infrastructure, and Dynamics 365 support streams.
As the primary offshore delivery owner, the Service Delivery Manager ensures 24/7 operational continuity, SLA compliance, effective escalation management, and alignment with Partner objectives. The role drives service quality, cross-tier coordination, and continuous improvement within an ITIL-aligned framework.

Requirements

• 7+ years in IT Service Delivery / Managed Services
• 3+ years in Delivery Manager / Service Manager role
• Proven experience managing 24/7 operations and distributed teams
• Strong understanding of ITIL processes (Incident, Change, Problem, Major Incident, SLA management)
• Experience managing enterprise cloud environments (Azure / Microsoft 365)
• Experience with SLA/KPI governance and service reporting
• Demonstrated escalation management experience
• Experience working with enterprise Partners/customers in contractual environments
• Strong risk management and decision-making capability
• Experience in offshore/nearshore delivery coordination
• Fluent English (C1+)

Responsibilities

• Own end-to-end MSP service delivery operations
• Act as primary delivery manager for Partner
• Ensure SLA, OLA, KPI compliance across all service towers
• Govern Incident, Major Incident, Problem, and Change processes
• Lead service reviews (weekly/monthly/quarterly)
• Drive escalation management across technical tiers
• Ensure capacity planning aligns with phased scope of work
• Coordinate across Modern Work, Azure, and Business Apps streams
• Oversee quality assurance and service improvement initiatives
• Ensure audit readiness and compliance with governance standards
• Manage operational risks and mitigation plans
• Drive service maturity improvements (automation, standardization)

Nice to have

• ITIL Foundation / ITIL 4 Managing Professional
• PMP / PRINCE2
• Azure Administrator (AZ-104) or equivalent
• Microsoft 365 certifications
• Experience in FinOps governance
• Experience in multi-tenant MSP environments
• Experience in regulated industries
• Experience in contract transition and service onboarding

Our Culture

• Open communication and a focus on psychological safety;
• Recognition of achievements and contributions;
• Collaboration across multicultural teams
• Less bureaucracy, more focus on results.

Hiring Process

• HR Interview
• Technical Interview
• Manager Interview
• Pre-offer stage + Reference Check (if requested)
• Official Offer