Job Description

The Service Delivery Manager (SDM) is responsible for overseeing the delivery of high-quality services to clients or internal stakeholders. This role ensures that service-level agreements (SLAs) are met, processes are followed, and customer satisfaction is achieved. The SDM acts as the primary point of contact between the service provider and the customer, coordinating resources, managing escalations, and driving continuous service improvement.

Key Responsibilities

Ensure successful end-to-end delivery of services to customers within agreed SLAs and KPIs. Act as the primary escalation point for service-related issues and resolve them in a timely manner. Monitor service performance, prepare reports, and lead regular service review meetings with clients and internal teams. Collaborate with technical teams, project managers, and support staff to deliver seamless customer experiences. Identify areas for service improvement and implement best practices for operational excellence. Maintain and improve customer relationships by providing excellent customer service and managing expectations. Develop and implement service delivery policies, standards, and procedures. Manage and coordinate change management activities and ensure minimal disruption to services. Forecast resource needs and coordinate workforce planning for service delivery. Ensure compliance with company policies, industry standards, and regulatory requirements.

Required Qualifications

Bachelor's degree in Information Technology, Business Administration, or a related field. 5+ years of experience in service delivery, client management, or IT operations. Strong knowledge of ITIL framework (certification preferred). Proven experience managing SLAs, customer relationships, and service teams. Excellent communication, interpersonal, and conflict resolution skills. Strong problem-solving skills with the ability to make decisions under pressure.

Preferred Qualifications

Experience in a managed services or IT outsourcing environment. Familiarity with tools like ServiceNow, Jira, or other ITSM platforms. PMP or other project management certification is a plus. * Experience working in Agile environments.