Head of Service Delivery Management
Core
Strategic and operational leadership over service delivery governance, ensuring contracted services, SLAs, and performance are managed, measured, and visible for enterprise clients.
Role type
Senior IC Head of Service Delivery Management
Builds
Enterprise technology services and intelligent digital operations
Domain
IT Service Management (ITSM) / Managed Services
Required skills
Enterprise IT service delivery leadership, SLA-driven service governance, client escalation management, ITIL-aligned service management, commercial awareness of service performance, stakeholder engagement (CIO/CTO), operational readiness governance, team leadership for Service Delivery Managers
Preferred skills
Higher-level ITIL/SIAM/ISO 20000/COBIT/PMP certifications, experience in regulated environments (financial services/public sector/telecoms), knowledge of AIOps and automation
Technologies
Enterprise monitoring, observability, AIOps, automation tools
Responsibilities
Lead Service Delivery Managers across multiple enterprise accounts, diagnose and drive corrective action for service performance deterioration, manage serious client escalations with executive communication, introduce consistent service governance standards, resolve service issues involving credits or contractual exposure, develop and performance-manage experienced SDMs
Seniority
Senior, hands-on IC with strategic leadership
