Service Delivery Manager
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Summary
Manages end-to-end delivery of SaaS products and services to clients — acting as the primary client contact, leading implementations, tracking SLAs/KPIs, handling escalations, and coaching the delivery team, with some after-hours standby. Core areas span ITIL service management, networking/WiFi, IoT, Linux, web and database systems.
About the Role
As Service Delivery Manager, you’ll be responsible for delivering SaaS products and services with excellence, meeting client expectations, and driving continuous operational improvements. You’ll blend technical acumen, customer focus, and leadership to manage delivery, escalations, and optimization across the full service lifecycle.
What You Will Do
- Act as the primary client contact for service delivery matters; build trust and manage expectations
- Translate client requirements into implementation plans, then lead execution to hit milestones, quality, and scope
- Define, evolve, and enforce service delivery policies, procedures, and governance to support consistency and scalability
- Lead, coach, and empower team members to meet SLAs, targets, and professional growth
- Monitor KPIs, SLAs, performance metrics; run root cause analyses and corrective actions
- Own post-implementation support and operational monitoring, including standby/after-hours as needed
- Interface with cross-functional teams to resolve escalations
- Conduct periodic service reviews with clients, incorporate feedback, and drive enhancements
- Advocate for and drive service automation, process improvements, and standardization
- Keep updated with IT service management best practices, trends, and technologies
What We Are Looking For
- 3+ years in a service delivery / operations management role within IT products & services
- For earlier career candidates, we also have a Junior role with mentoring and pathway to senior.
- Strong technical background: infrastructure, systems, networking, Wifi, IoT
- Solid grasp of service management frameworks (ITIL / SLA governance)
- Excellent leadership, team management, and mentorship skills
- Exceptional stakeholder communication: able to engage with clients, internal teams, and executives
- Analytical orientation: problem solving, data-driven decision making, metrics mindset
- Bonus: certifications in ITIL, PMP, or similar
- Hands-on experience (or willingness to lead) in:
• Networking & WiFi technologies
• Linux / Web / Database / Web apps
• Software / internet protocol fundamentals
What You’ll Gain
- Ownership of end-to-end service delivery, with real influence on processes and tech
- Exposure to cross-functional challenges (client management, ops, support, security)
- Platform to lead scalable transformation and automation initiatives
- Clear path for growth into senior operations, product, or technology leadership