Service Delivery Manager

We are seeking an experienced Service Delivery Manager (SDM)to oversee end-to-end managed services delivery across multiple client environments. This role is responsible for ensuring service excellence, SLA performance, customer satisfaction, and operational governance.

Key Responsibilities

Service Delivery & Operations

·        Manage end-to-end service delivery across multiple customer accounts

·        Act as the primary operational point of contact for clients

·        Ensure SLA/KPI achievement and contractual compliance

·        Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC

·        Coordinate cross-functional teams, vendors, and stakeholders

·        Manage escalations, risks, and service priorities

Customer & Governance Management

·        Build strong relationships with customer stakeholders

·        Lead governance meetings, service reviews, and QBRs

·        Present service performance, risks, and improvement initiatives

·        Drive customer satisfaction and handle escalations

Operational Governance

·        Monitor SLA performance, KPIs, ticket trends, and service quality

·        Ensure adherence to ITIL processes (Incident, Problem, Change Management)

·        Maintain operational documentation (SOPs, runbooks, reports)

·        Manage vendor performance and contractual obligations

Service Transition & Continuous Improvement

·        Support onboarding and transition to BAU operations

·        Identify operational risks and gaps during transition

·        Drive service improvement, automation, and optimization initiatives

Collaboration

·        Partner with Sales/Account teams on customer retention and growth

·        Work with technical teams and vendors to ensure seamless service delivery

Requirements

·        Degree/Diploma in IT, Computer Science, Engineering, or related field

·        Minimum 5 years of experience in IT Service Delivery within a Managed Services environment

·        Proven experience managing multiple customer accounts

·        Experience leading cross-functional technical teams and vendors

·        Strong knowledge of ITIL processes and service management practices

·        Excellent stakeholder management, communication, and presentation skills