Service Delivery Manager
Core
Overseeing end-to-end delivery of services to clients, ensuring high-quality performance, customer satisfaction, and continuous improvement.
Role type
Senior Service Delivery Manager
Builds
Service delivery operations and client success outcomes
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
Client relationship management, Service delivery operations, Financial management, Risk management, Reporting & documentation, ITIL framework application, Sales support, Budget management, Process improvement, Stakeholder engagement
Preferred skills
Customer Success Management certification
Technologies
ITIL
Responsibilities
Build and maintain strong client relationships as the primary point of contact, Manage client expectations, inquiries and escalations effectively, Collaborate with clients to understand their needs and ensure satisfaction, Continuously evaluate service delivery processes to identify improvement opportunities, Drive initiatives to enhance service quality, Partner with the sales team to identify upsell and cross-sell opportunities, Manage service delivery budgets and monitor financial performance, Identify potential risks and implement mitigation plans, Prepare and deliver regular service performance reports to clients and management