Job Description

Job Summary:





The Service Delivery Manager (SDM) is responsible for ensuring that IT services are delivered effectively and efficiently to meet business and client expectations. This role involves managing service performance, leading delivery teams, overseeing vendor relationships, and driving continuous service improvement to maintain high levels of customer satisfaction.





Key Responsibilities:


Manage end-to-end delivery of IT services, ensuring agreed service levels and KPIs are met. Act as the primary point of contact for clients and stakeholders regarding service performance. Lead incident, problem, and change management processes to minimize service disruption. Develop and maintain strong customer relationships, ensuring consistent communication and updates. Monitor service performance through regular reporting, dashboards, and reviews. Coordinate with cross-functional teams, vendors, and partners to ensure smooth service operations. Identify risks, issues, and areas for service improvement; implement corrective actions. Drive continuous improvement initiatives in service delivery, processes, and tools. Ensure compliance with ITIL best practices, company policies, and contractual obligations. Lead and mentor service delivery teams, providing guidance and performance feedback.




Qualifications & Skills:


Bachelor's degree in IT, Computer Science, Business, or related field. Proven experience (5-10 years) in IT Service Delivery, Service Management, or Operations. Strong knowledge of ITIL framework (ITIL certification preferred). Experience managing SLAs, KPIs, and service contracts. Excellent communication, stakeholder management, and problem-solving skills. Ability to manage multiple priorities in a fast-paced environment. * Strong leadership and people management capabilities.