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.
Role type
Senior IC Head of Service Delivery Management
Builds
Enterprise technology services and intelligent digital operations
Domain
IT Service Management / Managed Services
Deliverable
dashboards & analysis
Required skills
Enterprise IT service delivery leadership, SLA-driven governance, client escalation management, ITIL-aligned service management, commercial awareness of service performance, stakeholder engagement (CIO/CTO), monitoring and observability knowledge, operational readiness governance
Preferred skills
SIAM, ISO/IEC 20000, COBIT, PMP/PRINCE2, AIOps and automation expertise, team development
Technologies
Enterprise monitoring tools, observability platforms, AIOps frameworks
Responsibilities
Lead Service Delivery Managers across multiple enterprise accounts, diagnose and govern service performance deterioration, manage serious client escalations with executive communication, introduce consistent service governance standards, challenge incomplete handovers, manage service issues involving credits and contractual exposure, develop and performance-manage experienced SDMs
Seniority
Senior, hands-on IC with leadership accountability
