Service Delivery Manager, Consulting
Core
Lead end-to-end service delivery for large-scale IT operations and managed services engagements, ensuring operational governance and SLA compliance for a fully onshore team.
Role type
Senior Service Delivery Manager (IT Operations)
Builds
Large-scale IT operations and managed services engagements
Domain
IT Operations / Managed Services / Enterprise Infrastructure
Required skills
IT Service Management (ITSM), Incident/Problem/Change/Release/Knowledge Management, Business Continuity & Disaster Recovery, Stakeholder Management, Team Leadership (40-50 people), Operational Risk Management, Executive Reporting
Preferred skills
Application Maintenance and Support (AMS), Low-code platforms (OutSystems), Digital Transformation, Public-sector experience
Technologies
ITIL v4, PMP, Microsoft Azure, AWS, Google Cloud, OutSystems
Responsibilities
Lead and manage large-scale IT operations and support services; Own overall service delivery performance and SLA compliance; Establish governance, operational controls, and escalation procedures; Provide decisive leadership during major incidents and critical disruptions; Lead, motivate, and manage a fully onshore multidisciplinary team of 40-50 personnel; Act as the primary point of contact for senior client stakeholders; Oversee Incident, Problem, Change, Release, Service Request, and Knowledge Management processes; Manage resource planning, workforce development, and succession planning.
Seniority
Senior, hands-on IC with leadership mandate