Service Delivery Manager
Core
Manage customer support operations and team performance to achieve SLAs, operational efficiency, and high customer satisfaction scores.
Role type
Service Delivery Manager (IT Support)
Builds
Customer support processes, team capabilities, and service delivery frameworks
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
SLA management, team leadership, incident escalation, process improvement, metrics analysis, documentation, ITSM platform expertise, stakeholder communication
Preferred skills
ITIL certification, ISO knowledge, technical acumen
Technologies
ServiceNow, Remedy, Atlassian
Responsibilities
Own escalated support issues and drive resolution; maintain and develop a competent support team; establish and adhere to case management practices; analyze and report on support metrics and business impact; implement systems to scale support offerings; build support career frameworks; provide senior management with status reports.
Seniority
Mid-Senior, hands-on IC with team management
