Service Delivery Manager
Core
Oversee contractual deliverables and manage the end-to-end customer service experience for assigned accounts to ensure successful delivery within approved margins.
Role type
Service Delivery Manager
Builds
Managed service delivery for IT channel partners and end users
Domain
IT Services / Managed Service Provider (MSP)
Required skills
Service delivery management, Account management, ITIL framework, SLA/KPI management, Stakeholder engagement, Cost reduction initiatives, Service improvement, Contractual deliverables oversight, Customer satisfaction (CSAT) management, Service reporting
Preferred skills
Managed Service Provider (MSP) experience, IT Channel knowledge, Reseller & End User relationship dynamics
Technologies
IT lifecycle management tools, Service reporting platforms
Responsibilities
Manage end-to-end customer service experience and ensure adherence to governance, Drive service improvement initiatives to reduce costs and improve delivery, Engage account stakeholders to define scope and deliverables, Manage customer risks and escalations, Prepare service delivery documentation and reporting, Ensure ITIL framework compliance, Oversee continual improvement plans across accounts