Service Delivery Manager

We are seeking an experienced Service Delivery Manager to oversee the delivery of IT services, ensuring operational excellence and high customer satisfaction. The ideal candidate will be responsible for managing service delivery operations, monitoring SLAs, coordinating vendors, driving continuous service improvements, and maintaining strong customer relationships while ensuring delivery commitments are consistently achieved.

Key Responsibilities

• Manage end-to-end service delivery operations for customers and internal stakeholders.
• Track and report Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Coordinate with vendors, partners, and internal teams to ensure timely issue resolution and service delivery.
• Conduct regular service review meetings and provide operational performance reports.
• Monitor incidents, service requests, problems, and escalations to ensure timely resolution.
• Drive continuous service improvement initiatives and process optimization.
• Ensure adherence to customer-facing delivery commitments and contractual obligations.
• Collaborate with project managers, technical teams, and business stakeholders to ensure seamless service transitions.
• Prepare executive dashboards, operational reports, and governance documentation.

Must Have Skills

• Experience in SLA Tracking AND Vendor Follow-up AND Operational Reporting AND Service Reviews AND Customer-Facing Delivery Commitments .
• IT service management frameworks: ITIL OR ISO/IEC 20000 OR COBIT .
• Service management tools: ServiceNow OR Jira Service Management OR BMC Helix OR Freshservice OR ManageEngine ServiceDesk Plus .
• Incident Management AND Problem Management AND Change Management AND Service Request Management .
• Vendor Management AND Stakeholder Management AND Customer Relationship Management .
• Service Governance AND Operational Excellence AND Continuous Service Improvement (CSI) .
• Strong experience in KPI Reporting AND Performance Monitoring AND Escalation Management .
• Excellent leadership, communication, negotiation, conflict resolution, and problem-solving skills.

Good to Have Skills

• Project management methodologies: Agile OR Scrum OR Waterfall .

• Project and collaboration tools: Jira OR Azure DevOps OR Microsoft Project OR Confluence .

• Reporting and analytics tools: Power BI OR Tableau OR Microsoft Excel .

• Familiarity with cloud platforms: AWS OR Microsoft Azure OR Google Cloud Platform (GCP) .

• Experience supporting DevOps, infrastructure, cloud, or application support teams.

• Certifications: ITIL Foundation OR ITIL Managing Professional OR PMP OR PRINCE2 OR Certified ScrumMaster (CSM) .

• Knowledge of compliance and governance standards such as ISO 27001 OR SOC 2 .

• Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field.

• 6 12 years of experience in IT Service Delivery, Service Operations, or Customer Success within enterprise environments.

• Proven track record of managing enterprise customers, vendors, and multi-functional delivery teams.

• Strong understanding of service lifecycle management, operational governance, and customer satisfaction metrics.

• Excellent presentation, stakeholder management, and executive communication skills.