Service Delivery Manager

The Service Delivery Manager (SDM) will be responsible for ensuring efficient delivery of IT managed services to our clients. This includes ensuring service stability, managing operational performance, handling client relationships, and continuously improving service outcomes. The SDM plays a critical role in bridging the gap between client expectations and delivery execution and will be the strategic interface and trusted advisor to clients, aligning service delivery with their regulatory, operational, and strategic needs.

Client Relationship Management:

· Serve as the primary point of contact for clients, fostering strong, trust-based relationships.

· Understand clients’ business needs and translate them into tailored technology service offerings.

· Partner with clients to align technology service delivery with their strategic objectives, ensuring continuous engagement and satisfaction.

· Act as a trusted advisor by providing insights on emerging technologies and service innovations that can drive client success.

Service management:

· Lead end-to-end IT service operations including infrastructure support, application maintenance, service desk, and incident management.

· Coordinate 24x7 support operations and ensure timely resolution of incidents and requests.

· Conduct regular Service Review Meetings, present reports, and maintain stakeholder alignment

· Manage multiple IT Demands, ensuring they are delivered on time, within scope, and within budget.

Compliance and Risk Management:

· Proactively identify and address operational risks, bottlenecks, and dependencies that could impact service delivery.

· Implement mitigation strategies to minimize service disruptions and ensure continuity.

· Ensure compliance with power utility industry regulations, cybersecurity requirements, and internal controls.

Stakeholder & Team Management:

· Lead cross-functional delivery teams (internal, customer and third-party vendors/suppliers/technical partners) to ensure smooth service delivery.

· Provide coaching and support for team development.

Performance Management:

· Monitor, track, and improve Key Performance Indicators (KPIs)

· Lead root cause analysis (RCA) for major incidents; ensure closure of corrective actions

· Oversee change and release management processes in coordination with clients.

Continuous Improvement:

· Act as a change agent, driving process improvement and efficiency across service management practices.

· Implement tools and technologies that enhance team productivity and collaboration.

· Analyze trends in incident, change, and capacity data to propose service improvements and automation opportunities.

· Standardize service delivery processes and contribute to the development of the managed services playbook.

The ideal candidate for this role should be able to demonstrate:

· Adaptability: Thrives in a dynamic, evolving environment and embraces ambiguity with a solution-oriented approach.

· Customer Focus: Builds strong client relationships; actively listens and delivers with the client’s priorities in mind.

· Operational Excellence: Demonstrates a methodical approach to delivery, prioritizes stability, and consistently meets SLA targets.

· Leadership and Collaboration: Leads cross-functional teams effectively; influences without authority and fosters collaboration.

· Problem-Solving: Quickly identifies issues, coordinates resolution, and drives post-incident learnings. Uses data and trends to make informed decisions and drive service improvements.

· Communication: Communicates clearly across technical and non-technical audiences; manages expectations with diplomacy.

· First degree in Business, Computer Science, Engineering, Information Technology, or in a related field.

· Minimum of 7 years of professional experience in IT Service Delivery or Operations role with at least 3 years managing services in the utilities or critical infrastructure sector or Technology Service environment.

· Strong knowledge of ITIL frameworks and service management principles.

· Proven experience managing high-availability systems and supporting mission-critical environments.

· Strong project and stakeholder management skills

· Excellent verbal and written communication skills; able to communicate with C-level stakeholders and technical teams alike.

· ITIL V3 or 4 certification is required; advanced ITIL, PMP, or Six Sigma is a plus

· Good understanding of technology services such as cloud computing (AWS, Azure), managed services, cybersecurity, and IT infrastructure.

· Experience using ITSM tools like ServiceNow, Manage Engine, or ServiceOps.

KPIs

Measurement

SLA Compliance

99% SLA Compliance

CSAT Score

90% CSAT Score

NPS Score

80% NPS Score

Service Availability

99.99% uptime

Demand Delivery Efficiency

90% of business demands/projects delivered on time, in scope and within budget