Service Delivery Manager
Core
Oversee end-to-end service delivery to clients, ensuring SLAs and KPIs are met or exceeded.
Role type
Service Delivery Manager
Builds
IT services and operational support for clients
Domain
IT Service Management / Client Services
Required skills
SLA/KPI management, ITIL principles, incident escalation management, risk mitigation, vendor coordination, service reporting, regulatory compliance
Preferred skills
Trusted advisor capabilities, continuous improvement, stakeholder communication
Technologies
ITIL
Responsibilities
Oversee end-to-end service delivery to clients, ensuring SLAs and KPIs are met or exceeded; Coordinate with technical and operational teams to align services with client requirements; Act as the main escalation point for customers; Lead customer communications and regular service review meetings; Produce and present monthly service reports; Ensure compliance with internal governance, security, and regulatory standards
Seniority
Mid-Senior, hands-on IC