Service Delivery Manager

Job summary

As the Service Delivery Manager, you will be responsible for leading and overseeing the end-to-end delivery of Information Technology (IT) services to our clients. You will manage client relationships, ensure adherence to Service Level Agreements (SLAs), and drive continuous improvement within the service delivery process. You will lead a team of IT professionals, ensuring all services are delivered efficiently, effectively, and to the highest quality standards.

Roles and Responsibilities

• Managing the delivery of support services end-to-end as outlined in the contracts.
• Serve as the primary point of contact for clients on all service delivery matters.
• Ensure timely and high-quality delivery of all IT services; aligning with contractual deliverables; and ensuring contractual goals are achieved.
• Develop and maintain strong, long-term relationships with key clients and stakeholders.
• Act as an escalation point for all service-related issues and ensure timely and effective resolution.
• Ensure optimum Customer Experience is achieved to ensure Customer Satisfaction Index is met.
• Lead, mentor, and manage the service delivery team, fostering a collaborative and high-performance culture.
• Ensure the team has the necessary skills and resources to meet delivery goals.
• Work closely with resources team to manage staffing levels, allocate resources, and support the professional growth of team members.
• Collaborating with cross-functional teams to ensure seamless service delivery.
• Familiarization with internal work processes, policies and procedures.
• Familiarization with distinct business or commercial documents and business transaction process.
• Manage and monitor SLAs, OLAs, and KPIs to meet defined service performance standards.
• Conduct regular service reviews with clients and internal stakeholders to report on performance and discuss improvements.
• Use performance data to identify trends, pinpoint inefficiencies, and drive improvements.
• Oversee major incident management and problem management activities, ensuring swift restoration and root cause analysis.
• Implement continuous improvement initiatives.
• Reduce costs without compromising service quality.
• Identify opportunities to increased sales and retention.
• Manage vendor performance according to defined SLAs and contractual obligations.
• Ensure that parts are always available.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related discipline; equivalent professional experience will also be considered.
• ITIL Foundation certification required; advanced ITIL certifications, Project Management Professional (PMP), or Six Sigma certification are highly desirable.
• Minimum of
  3 years of experience
  in IT service delivery, service management, or a similar client-facing technology role within a fast-paced environment.
• Technical Expertise:

*Strong understanding of IT Service Management (ITSM) principles and frameworks (e.g., ITIL).

*Working knowledge of IT infrastructure components, cloud platforms, and enterprise business applications.

*Hands-on experience using
service management
and
project management tools
(e.g., ServiceNow, Jira, Asana, or equivalent).

• Familiarity with financial concepts such as revenue, cost, gross profit, direct expenses, shared costs, and profit and loss statements.
• Proven ability to lead, motivate, and manage cross-functional teams to deliver high-quality IT services and meet performance objectives.
• Excellent verbal and written communication skills, with the ability to build strong relationships with stakeholders at all levels.
• Strong analytical mindset with the ability to assess complex issues, identify root causes, and implement effective solutions.
• Demonstrated commitment to delivering outstanding customer service and maintaining a client-centric approach.
• Ability to thrive in a dynamic, fast-changing environment, managing multiple priorities while maintaining attention to detail.