Service Delivery Manager

We are looking for an experienced Service Delivery Manager to lead service operations, manage customer relationships, ensure SLA compliance, and drive continuous service improvement. The candidate will act as the primary point of contact for customers and coordinate with technical teams, onsite engineers, vendors, and internal stakeholders to ensure reliable and high-quality service delivery.

Requirements

Key Responsibilities

• Manage end-to-end delivery of managed IT, infrastructure, network, security, AV, and end-user support services.
  
• Act as the primary service contact for assigned customers and maintain strong stakeholder relationships.
  
• Ensure incidents, service requests, problems, and changes are handled within agreed SLAs.
  
• Monitor service performance, ticket queues, response times, resolution times, escalations, and customer satisfaction.
  
• Lead daily, weekly, and monthly service reviews with customers and internal teams.
  
• Prepare and present SLA reports, service dashboards, incident summaries, availability reports, and improvement plans.
  
• Manage critical incidents and coordinate technical teams, vendors, and customer stakeholders until service restoration.
  
• Ensure Root Cause Analysis reports and corrective action plans are completed for major incidents.
  
• Identify recurring issues, service gaps, operational risks, and opportunities for automation or process improvement.
  
• Manage onsite and remote support teams, including shift planning, resource allocation, attendance, leave, and backup coverage.
  
• Set team objectives, review engineer performance, provide feedback, and support training and development.
  
• Ensure proper ticket documentation, customer communication, escalation quality, and timely closure.
  
• Coordinate onboarding, transition, and stabilisation of new managed-service customers.
  
• Maintain service-management documentation, escalation matrices, SOPs, runbooks, asset records, and customer-specific procedures.
  
• Ensure compliance with change management, information security, access control, backup, and customer governance requirements.
  
• Coordinate with OEMs, third-party vendors, and support partners for technical escalations and service restoration.
  
• Track contract scope, resource utilisation, service credits, penalties, renewals, and commercial risks.
  
• Support pre-sales teams with effort estimation, resource planning, service scope, transition plans, and solution presentations.
  
• Conduct regular customer satisfaction reviews and implement agreed service-improvement actions.
  
• Provide management with regular updates on service performance, customer concerns, risks, and account health.
  

Technical and Functional Skills

• Strong understanding of IT managed services and service-delivery operations.
  
• Knowledge of ITIL practices covering incident, problem, change, request, service-level, and configuration management.
  
• Experience managing service desks, onsite support, infrastructure, network, security, cloud, AV, or end-user support teams.
  
• Strong knowledge of SLAs, KPIs, OLAs, escalation management, and service-reporting frameworks.
  
• Experience using ITSM tools such as ServiceNow, Zoho Desk, ManageEngine, Jira Service Management, or equivalent.
  
• Ability to prepare dashboards, service reports, RCA documents, capacity reports, and improvement plans.
  
• Understanding of IT infrastructure, networking, servers, cloud services, cybersecurity, backup, and business continuity.
  
• Experience in customer onboarding, service transition, resource planning, and operational governance.
  
• Working knowledge of contracts, scope management, effort estimation, and service commercials.
  
• Good command of Microsoft Excel, PowerPoint, and reporting tools.
  

Qualification and Experience

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, or a related discipline.
  
• Minimum 5 year s of experience in IT services, including at least 3–5 years in service delivery or managed-service leadership.
  
• Proven experience managing enterprise customers, technical teams, SLAs, escalations, and service reviews.
  
• ITIL Foundation or higher certification is preferred.
  
• PMP, PRINCE2, ISO 20000, or relevant technical certifications will be an advantage.
  

Benefits