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