Service Delivery Manager
Core
Manage end-to-end service delivery across multiple customer accounts, ensuring SLA/KPI achievement and operational compliance.
Role type
Senior Service Delivery Manager
Builds
Managed IT services for enterprise clients
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
ITIL processes, stakeholder management, cross-functional team leadership, vendor management, SLA/KPI monitoring, risk management, service transition
Preferred skills
None stated
Technologies
None stated
Responsibilities
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, Lead governance meetings, service reviews, and QBRs, Monitor SLA performance, KPIs, ticket trends, and service quality, Support onboarding and transition to BAU operations, Partner with Sales/Account teams on customer retention and growth
Seniority
Senior, hands-on IC