Service Delivery Manager

Job Overview

We are looking for a seasoned Service Delivery Manager with 6–12+ years of experience to lead the end-to-end delivery of IT services, ensuring operational excellence and sustained customer satisfaction. In this pivotal role, you will be responsible for overseeing service delivery operations, monitoring Service Level Agreements (SLAs), managing vendor relationships, driving continuous service improvements, and maintaining robust customer relationships while consistently meeting delivery commitments. Your expertise will be instrumental in aligning service operations with business objectives and fostering a culture of operational excellence.

Key Responsibilities

The Service Delivery Manager will play a central role in managing and optimizing IT service delivery processes. Your core responsibilities will include:

• End-to-End Service Management: Oversee the complete lifecycle of service delivery for customers and internal stakeholders, ensuring seamless execution and alignment with business requirements.
• SLA and KPI Monitoring: Track, analyze, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to measure service performance and identify areas for improvement.
• Vendor and Partner Coordination: Collaborate with external vendors, partners, and internal teams to ensure timely resolution of issues and adherence to service delivery timelines.
• Service Review and Reporting: Conduct regular service review meetings with stakeholders and prepare comprehensive operational performance reports to provide transparency and drive data-driven decision-making.
• Incident and Problem Management: Monitor and manage incidents, service requests, problems, and escalations to ensure swift resolution and minimize service disruptions.
• Continuous Service Improvement: Lead initiatives focused on process optimization, service enhancement, and operational efficiency to drive long-term value for the organization and its customers.
• Customer Relationship Management: Maintain strong relationships with customers, ensuring their needs are met and delivery commitments are consistently achieved in alignment with contractual obligations.
• Cross-Functional Collaboration: Work closely with project managers, technical teams, and business stakeholders to facilitate seamless service transitions and ensure alignment with strategic goals.
• Governance and Documentation: Develop and maintain executive dashboards, operational reports, and governance documentation to support compliance, auditing, and strategic planning.

Required Skills and Qualifications

To excel in this role, you must possess the following skills and experience:

• Service Management Frameworks: Proficiency in IT service management frameworks such as ITIL, ISO/IEC 20000, or COBIT.
• Service Management Tools: Hands-on experience with tools like ServiceNow, Jira Service Management, BMC Helix, Freshservice, or ManageEngine ServiceDesk Plus.
• Service Operations: Strong background in Incident Management, Problem Management, Change Management, and Service Request Management.
• Stakeholder and Vendor Management: Demonstrated ability to manage vendor relationships, stakeholders, and customer expectations effectively.
• Governance and Excellence: Experience in service governance, operational excellence, and continuous service improvement initiatives.
• Performance Monitoring: Expertise in KPI reporting, performance monitoring, and escalation management to ensure service quality and reliability.
• Leadership and Communication: Exceptional leadership, communication, negotiation, conflict resolution, and problem-solving skills to drive team performance and customer satisfaction.

Preferred Qualifications

While not mandatory, the following qualifications will enhance your candidacy:

• Project Management: Familiarity with project management methodologies such as Agile, Scrum, or Waterfall.
• Collaboration and Reporting Tools: Experience with tools like Jira, Azure DevOps, Microsoft Project, Confluence, Power BI, Tableau, or Microsoft Excel.
• Cloud Platforms: Knowledge of cloud platforms such as AWS, Microsoft Azure, or Google Cloud Platform (GCP).
• Technical Support: Background in supporting DevOps, infrastructure, cloud, or application support teams.
• Certifications: Relevant certifications such as ITIL Foundation, ITIL Managing Professional, PMP, PRINCE2, or Certified ScrumMaster (CSM).
• Compliance and Governance: Understanding of standards like ISO 27001 or SOC 2.
• Educational Background: A Bachelor’s degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field.

Ideal Candidate Profile

We seek a proactive and results-driven professional with a proven track record in IT service delivery, service operations, or customer success within enterprise environments. The ideal candidate will have a strong understanding of service lifecycle management, operational governance, and customer satisfaction metrics. Excellent presentation skills, stakeholder management abilities, and executive communication prowess are essential to thrive in this role. If you are passionate about driving operational excellence and delivering exceptional service outcomes, we encourage you to apply.