Service Delivery Manager
Core
Senior Service Delivery Manager accountable for enterprise service delivery, SLA achievement, and commercial performance for a flagship multi-year engagement.
Role type
Senior IC Service Delivery Manager
Builds
Production IT services and managed services operations
Domain
Technology consulting and managed services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
SLA management, ITIL-aligned service management, blended onshore/offshore team leadership, commercial scope control, major incident management, executive reporting, governance cadence
Preferred skills
Field service management platforms, utilities/energy sector experience, ServiceNow, go-live transition experience, public sector contracting
Technologies
ServiceNow, ISO 27001
Responsibilities
Own performance against contracted SLAs and manage service credit exposure; run governance forums and produce executive reporting; lead a blended onshore/offshore team; manage commercial entitlements and portfolio margins; act as escalation point for major incidents; drive continuous service improvement.
Seniority
Senior, hands-on IC
