Senior Service Delivery Manager
Core
Ensure IT Service Management (ITSM) processes and controls are in place for clients to maintain quality and meet business goals.
Role type
Senior Service Delivery Manager
Builds
Client service delivery and ITSM process adherence
Domain
IT Service Management / Professional Services
Deliverable
client delivery
Required skills
ITSM process management, client relationship management, service review execution, change communication, cost-to-serve analysis, contract management, escalation handling, governance and regulatory control, team leadership
Preferred skills
Service strategy application, conflict resolution, negotiation, multi-level communication
Technologies
ITIL framework
Responsibilities
Establish strong relationships with clients and internal stakeholders; manage Client Service Reviews; communicate client roadmaps and requirements; support service acceptance and transitions; monitor service risks and feedback; maintain governance controls; provide senior escalation support.
Seniority
Senior, hands-on IC with leadership responsibilities