Senior Service Delivery Manager
Core
Managing day-to-day support of medium-scale maintenance projects, ensuring alignment with customer requirements and service level agreements.
Role type
Senior Service Delivery Manager
Builds
IT maintenance services and support operations
Domain
IT Services / Technology Support
Deliverable
client delivery
Required skills
IT project management, process improvement methodologies, Software Development Lifecycle (SDLC), resource forecasting, vendor management, team leadership, SLA/KPI monitoring, pre-sales coordination
Preferred skills
Leadership and mentoring, problem-solving, negotiation, presentation skills
Technologies
N/A
Responsibilities
Act as focal point for support-related queries and issues; Review transition plans, milestones, and deliverables with customers and teams; Ensure support tasks meet agreed quality and service levels; Conduct regular SLA and KPI reviews; Escalate out-of-scope variations or critical issues; Approve service requests, schedules, and risk plans; Forecast and plan resource requirements; Monitor and report on project health status; Liaise with vendors, technical teams, and interfacing leaders; Provide regular service delivery reports; Identify opportunities for expanding or improving services; Support pre-sales activities; Delegate and monitor tasks; Provide coaching, leadership, and performance feedback.
Seniority
Senior, hands-on IC with team leadership
