Service Delivery Manager

Overview of the Role

The Service Delivery Manager is responsible for overseeing end-to-end delivery of managed services and project initiatives to ensure they align with the organization’s strategic objectives. 

This role supports project managers by preparing high-level project briefing, tracking progress, managing schedules, and facilitating communication across teams and stakeholders. It helps ensure that projects are delivered on time, within scope, and within budget, while also contributing to the successful implementation of solutions that meet client requirements.

Main duties include:

• Oversee service operations to ensure quality support and after‑sales service delivery.
• Lead internal (virtual or direct) teams to ensure coordinated and high-quality service delivery across clients.
• Develop and manage program budgets, schedules, and resource allocations.
• Manage project delivery against scope, cost, and quality criteria.
• Coordinate and prioritize interdependent projects within the program.
• Build and maintain strong, positive client relationships by understanding needs, expectations, and strategic priorities.
• Act as the primary point of contact for managed services clients throughout the service lifecycle.
• Lead, manage, and support high-performing teams across delivery, operations, and support functions.

• Bachelor's degree or equivalent combination of education and work experience
• 2+ years' experience delivering measurable results on process/project management
• Strong Analytical and Process Review skills with the ability to manage multiple workstreams and deliverables.
• Experience in service delivery management, program management, or IT/managed services leadership.
• Strong client engagement and stakeholder management skills.
• Proven ability to lead cross-functional teams (virtual and onsite).
• Solid understanding of project management methodologies
• Ability to think critically, creatively, and analytically to solve complex problems.
• Strong presentation, communication, and relationship‑building skills
• Experience with technology integration, digital transformation
• Background in managed services, IT operations, consulting, or BPO organization

• 500K per incident HMO coverage + Dependents 

• Dental & Optical benefits  

• 2-week paid Christmas vacation 

• 25K Educational Assistance  

• Interest-free company loans 

• Career Development Programs 

• Child-friendly office 

• Hybrid Work Set-up 

• Fixed Schedule of Mon-Fri from 7 AM to 4 PM