Service Delivery Manager
Core
Manage end-to-end service delivery, operational readiness, and customer success for managed services, acting as the primary point of contact and trusted advisor.
Role type
Senior Service Delivery Manager
Builds
Managed services and operational support for public sector and regulated clients
Domain
IT Service Management (ITSM) / Public Sector / Cloud Services
Required skills
Service Delivery Management, Stakeholder Management, Financial Management, Cloud Technical Awareness, Reporting & Analytics, Business Development, Continual Service Improvement, Major Incident Management, ITIL v4
Preferred skills
AWS/Azure ecosystem experience, ISO/IEC 20000 compliance knowledge
Technologies
AWS, Azure, ISO/IEC 20000, ITIL v4
Responsibilities
Support new service onboarding and transition into BAU; Handle customer escalations and act as primary point of contact; Chair operational governance forums; Manage competing priorities across support and delivery; Coordinate third-party delivery partners against SLAs; Lead major incident management and service restoration; Conduct service reviews and produce performance reports; Identify and implement continual service improvement initiatives; Manage business risk and ensure continuity; Own invoicing, budgeting, and financial performance; Forecast revenues, costs, and margins; Explore opportunities for new work within existing accounts.
Seniority
Senior, hands-on IC with strategic account ownership