Service Delivery Manager

Role Overview

We are looking for a seasoned Service Delivery Manager to manage comprehensive service delivery operations across diverse client environments. This role ensures superior service standards, compliance with service level agreements (SLAs), high customer satisfaction, and robust operational governance.

Key Responsibilities

• Oversee end-to-end service delivery for multiple client accounts, ensuring seamless operations.
• Serve as the central operational liaison for clients, managing expectations and communications.
• Guarantee compliance with SLAs, KPIs, and contractual requirements.
• Supervise the performance of teams handling Service Desk, Infrastructure, Cloud, Network, Security, and End-User Computing (EUC) services.
• Coordinate activities among cross-functional teams, vendors, and other stakeholders to maintain service quality.
• Handle service escalations, manage risks, and prioritize service delivery tasks effectively.

Customer and Governance Management

• Establish and nurture strong relationships with customer stakeholders.
• Lead governance forums including service reviews and quarterly business reviews (QBRs).
• Communicate service performance metrics, identify risks, and propose improvement plans.
• Drive customer satisfaction efforts and manage escalation processes.

Operational Governance

• Track SLA attainment, key performance indicators, ticket trends, and overall service quality.
• Ensure strict compliance with ITIL best practices in Incident, Problem, and Change Management processes.
• Keep operational documentation, such as Standard Operating Procedures, runbooks, and reports, up to date.
• Oversee vendor performance and enforce contractual service obligations.

Service Transition and Enhancement

• Facilitate smooth service onboarding and transition to Business As Usual (BAU) operations.
• Identify and mitigate operational risks and gaps during transition phases.
• Promote continuous service improvement, emphasizing automation and process optimization.

Collaboration and Business Growth

• Collaborate with Sales and Account Management teams to promote customer retention and service expansion.
• Work closely with technical teams and external vendors to ensure quality service delivery.

Qualifications and Experience

• A degree or diploma in Information Technology, Computer Science, Engineering, or related discipline.
• At least 5 years’ experience in IT Service Delivery within a Managed Services context.
• Demonstrated ability to manage multiple client accounts simultaneously.
• Experience leading cross-functional technical teams and managing vendor partnerships.
• In-depth familiarity with ITIL processes and service management frameworks.
• Excellent skills in stakeholder engagement, communication, and presentation.