Service Delivery Manager
Core
Business relationship manager responsible for maintaining customer relationships, ensuring high-quality service delivery, and optimizing resource utilization.
Role type
Senior Service Delivery Manager
Builds
Managed services scope expansion and operational efficiency
Domain
IT Service Management / Digital Platform Services
Required skills
SLA definition and monitoring, operational automation, resource optimization, consultative selling, proposal writing, risk management, change request management, project planning (up to 100 days), P&L accountability, pre-sales support
Preferred skills
Application Management knowledge, Agile methodologies, Continuous Service Improvement (CSI) initiatives
Technologies
ITIL v4, Agile
Responsibilities
Act as primary liaison between customers and operational teams; manage operational accounts and review tickets; prepare and present monthly Service Level Reports; oversee invoicing processes; handle critical incidents; manage small to medium-sized projects; support pre-sales activities
Seniority
Senior, hands-on IC