Service Delivery Manager

JOB DESCRIPTION

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 

JOB REQUIREMENTS

Please refer to job description for more details.

BUSINESS SEGMENT

PLATFORM