Service Delivery Manager

Responsibilities

• Service Delivery & Operations
• Manage end-to-end service delivery across multiple customer accounts
• Act as the primary operational point of contact for clients
• Ensure SLA/KPI achievement and contractual compliance
• Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC
• Coordinate cross-functional teams, vendors, and stakeholders
• Manage escalations, risks, and service priorities
• Customer & Governance Management
• Build strong relationships with customer stakeholders
• Lead governance meetings, service reviews, and QBRs
• Present service performance, risks, and improvement initiatives
• Drive customer satisfaction and handle escalations
• Operational Governance
• Monitor SLA performance, KPIs, ticket trends, and service quality
• Ensure adherence to ITIL processes (Incident, Problem, Change Management)
• Maintain operational documentation (SOPs, runbooks, reports)
• Manage vendor performance and contractual obligations
• Service Transition & Continuous Improvement
• Support onboarding and transition to BAU operations
• Identify operational risks and gaps during transition
• Drive service improvement, automation, and optimization initiatives
• Collaboration
• Partner with Sales/Account teams on customer retention and growth
• Work with technical teams and vendors to ensure seamless service delivery

Requirements

• Degree/Diploma in IT, Computer Science, Engineering, or related field
• Minimum 5 years of experience in IT Service Delivery within a Managed Services environment
• Proven experience managing multiple customer accounts
• Experience leading cross-functional technical teams and vendors
• Strong knowledge of ITIL processes and service management practices
• Excellent stakeholder management, communication, and presentation skills

Additional Information

We are seeking an experienced Service Delivery Manager (SDM)to oversee end-to-end managed services delivery across multiple client environments. This role is responsible for ensuring service excellence, SLA performance, customer satisfaction, and operational governance.

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Company Intel

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