Service Delivery Manager
Core
Oversee end-to-end managed services delivery across multiple client environments, ensuring service excellence, SLA performance, and operational governance.
Role type
Senior Service Delivery Manager
Builds
Managed services operations for multiple customer accounts
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
ITIL processes, SLA/KPI management, cross-functional team leadership, vendor management, stakeholder management, service transition, operational governance
Preferred skills
None stated
Technologies
None stated
Responsibilities
Manage end-to-end service delivery across multiple customer accounts, Act as the primary operational point of contact for clients, Ensure SLA/KPI achievement and contractual compliance, Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC, Coordinate cross-functional teams, vendors, and stakeholders, Manage escalations, risks, and service priorities, Lead governance meetings, service reviews, and QBRs, Present service performance, risks, and improvement initiatives, Drive customer satisfaction and handle escalations, Monitor SLA performance, KPIs, ticket trends, and service quality, Ensure adherence to ITIL processes (Incident, Problem, Change Management), Maintain operational documentation (SOPs, runbooks, reports), Manage vendor performance and contractual obligations, Support onboarding and transition to BAU operations, Identify operational risks and gaps during transition, Drive service improvement, automation, and optimization initiatives, Partner with Sales/Account teams on customer retention and growth, Work with technical teams and vendors to ensure seamless service delivery
Seniority
Senior, hands-on IC