Service Delivery - Manager
Core
Oversee end-to-end IT service delivery across Microsoft 365, Azure, and internal IT support operations, ensuring high-quality performance and customer satisfaction.
Role type
Senior Service Delivery Manager
Builds
IT service operations and support frameworks for enterprise clients
Domain
IT Managed Services / Cloud Operations
Required skills
ITIL framework expertise, Microsoft 365 administration, Azure infrastructure management, team leadership, SLA/KPI management, incident/problem/change management, stakeholder communication, service management platforms (Freshdesk/ServiceNow)
Preferred skills
ITIL certification
Technologies
Microsoft 365 (Exchange, Teams, SharePoint, Entra ID, Intune, Defender, Purview), Azure, Freshdesk, ServiceNow
Responsibilities
Manage end-to-end service delivery and governance frameworks; Lead and develop L1/L2 support teams; Monitor and report on SLA compliance and performance metrics; Coordinate incident, problem, request, and change management processes; Oversee Microsoft 365 and Azure operational performance; Drive continuous improvement initiatives and knowledge management.
Seniority
Senior, hands-on IC with leadership responsibilities