Service Delivery Manager
Core
Primary customer advocate and operational interface for strategic large enterprise clients, ensuring contracted services meet agreed levels and driving continuous improvement.
Role type
Senior Service Delivery Manager
Builds
Managed network, security, and Azure Cloud services for large enterprise and public sector customers
Domain
IT Services / Managed Services / Telecoms / Cloud
Deliverable
client delivery
Required skills
Service Delivery Management, Stakeholder Management, ITIL Service Management, SLA/KPI Monitoring, Incident Management, Change Management, Contract Management, Performance Reporting, Business Analysis
Preferred skills
ITIL Intermediate/Expert Certification, Multi-vendor environment experience
Technologies
Azure Cloud, Networking, Security, Telecoms
Responsibilities
Lead regular service reviews with customer and internal stakeholders, Monitor service performance against contractual SLAs and KPIs, Manage escalations and post-incident reviews, Produce and deliver performance reports and trend analysis, Drive service improvement plans to enhance quality and efficiency, Support change management processes, Identify opportunities for service growth or up-sell, Assist in contract renewal and renegotiation
Seniority
Senior, hands-on IC with strategic account ownership