WE'RE HIRING: Senior IT Service Delivery Manager

Focus: Client Relationship Management, Strategic Service Delivery & Customer Success

Excis is a global IT support leader delivering innovative technology solutions and managed services to enterprise clients worldwide. As our client portfolio continues to expand, we are seeking an experienced Senior IT Service Delivery Manager who can combine operational excellence with strong client relationship management skills to ensure exceptional service outcomes and long-term customer success.

This role is ideal for a senior professional who excels at building trusted client partnerships, driving service delivery performance, managing strategic accounts, and leading cross-functional teams in a fast-paced global environment.

About Excis

• Supporting clients in 190+ countries
  


• 6,000+ Engineers globally
  


• 200+ Enterprise Clients
  

At Excis, we believe that successful service delivery starts with strong client relationships. As a Senior IT Service Delivery Manager, you will play a critical role in strengthening customer partnerships, ensuring service excellence, and supporting business growth.

Requirements

Key Responsibilities

Client Relationship Management

• Serve as the primary strategic contact for key enterprise clients and stakeholders.
  


• Build, develop, and maintain strong executive-level client relationships based on trust, transparency, and consistent service excellence.
  


• Understand client business objectives and align service delivery strategies to support their operational and organizational goals.
  


• Lead regular service reviews, business reviews, governance meetings, and executive stakeholder discussions.
  


• Act as an escalation point for critical service issues and ensure timely resolution through effective stakeholder management.
  


• Drive customer satisfaction initiatives and proactively identify opportunities to improve the client experience.
  


• Support account growth by identifying service enhancement, expansion, and continuous improvement opportunities.
  

Service Delivery Leadership

• Oversee end-to-end delivery of managed IT services, ensuring compliance with contractual obligations, SLAs, KPIs, and service quality standards.
  


• Lead service delivery teams across multiple locations, ensuring consistent operational performance and customer satisfaction.
  


• Monitor service performance metrics, identify trends, and implement corrective actions when required.
  


• Ensure effective incident, problem, change, and service request management processes are followed.
  


• Collaborate closely with technical teams, project managers, operations leaders, and third-party vendors to deliver seamless services.
  


• Drive operational excellence through process improvements, automation initiatives, and best practice implementation.
  

Strategic Account Management

• Develop and execute account service strategies that support long-term customer retention and growth.
  


• Conduct risk assessments and develop mitigation plans for service-related challenges.
  


• Manage service improvement plans and track progress against agreed objectives.
  


• Provide leadership updates, service reports, and business insights to both clients and senior management.
  


• Support contract renewals, service transitions, and onboarding of new engagements.
  

Leadership & Team Development

• Mentor, coach, and develop service delivery professionals to build high-performing teams.
  


• Foster a customer-centric culture focused on accountability, collaboration, and continuous improvement.
  


• Promote knowledge sharing and professional development across service delivery functions.
  

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
  


• Minimum 8–10 years of experience in IT Service Delivery, Managed Services, IT Operations, or Client Services.
  


• At least 3–5 years of experience in a Service Delivery Manager, Senior Service Delivery Manager, Account Manager, or similar leadership role.
  


• Proven experience managing enterprise-level client relationships and strategic accounts.
  


• Strong understanding of IT Service Management (ITSM) frameworks and ITIL best practices.
  


• Demonstrated experience managing SLAs, KPIs, service reviews, and customer success initiatives.
  


• Excellent stakeholder management and executive communication skills.
  


• Strong commercial awareness with the ability to identify growth opportunities within client accounts.
  


• Experience leading global or geographically distributed teams.
  


• Strong analytical, problem-solving, negotiation, and decision-making skills.
  


• Ability to work effectively in a fast-paced, customer-focused environment.
  

Preferred Qualifications

• ITIL Foundation, ITIL Managing Professional, or equivalent certification.
  


• PMP, PRINCE2, or other project management certifications.
  


• Experience within Managed Services, Infrastructure Services, End-User Computing, Service Desk, or Workplace Support environments.
  


• Exposure to multinational clients and global service delivery models.
  


• Experience with ServiceNow or other enterprise ITSM platforms.
  

Benefits

Why Join Excis?

At Excis, you'll work with some of the world's leading organizations while helping shape the future of IT service delivery. We offer a collaborative and growth-oriented environment where leadership, innovation, and client success are recognized and rewarded.

If you are passionate about building strong client partnerships, driving operational excellence, and leading high-performing teams, we invite you to join Excis as our next Senior IT Service Delivery Manager.