Senior Service Delivery Manager
Core
Lead strategic client relationships and ensure successful delivery of high-quality services across a portfolio of accounts, acting as a trusted advisor to drive service excellence and business growth.
Role type
Senior Service Delivery Manager (Strategic Account & Governance)
Builds
Service delivery outcomes, customer partnerships, and account profitability
Domain
IT Services / Managed Services / Professional Services
Deliverable
client delivery
Required skills
Strategic client management, financial oversight, risk management, executive stakeholder engagement, forecasting, ITIL v4 expertise, team leadership, business development
Preferred skills
ISO20000 knowledge, AWS/Microsoft/Oracle/Red Hat certifications, mentoring experience
Technologies
ITIL v4, ISO20000, AWS, Microsoft, Oracle, Red Hat, OutSystems, Snowflake
Responsibilities
Develop and maintain strong relationships with key customer stakeholders; Own the production and presentation of customer-facing and internal service reports; Lead regular service and governance reviews with customers; Proactively manage escalations, service issues, risks, and customer requirements; Oversee invoicing, account profitability, and commercial performance; Lead monthly forecasting activities for revenue and project costs; Ensure adherence to ISO20000 standards and ITIL best practices; Drive service improvement initiatives; Identify and cultivate opportunities for additional services within existing accounts; Provide guidance and mentorship to Service Delivery Managers and wider team members.
Seniority
Senior, hands-on IC with leadership responsibilities