Service Delivery Manager

Job Overview

We are seeking a results-driven Service Delivery Manager with 5-9 years of experience to oversee and optimize service delivery across our client portfolio. You will ensure high-quality service performance, build strong relationships with stakeholders, manage escalations, and drive continuous improvement in service management processes.

Key Responsibilities

Service Management & Delivery:

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• Ensure high levels of customer satisfaction through effective service delivery and management.
• Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs.
• Monitor performance metrics and prepare service reports for clients and internal leadership.

Stakeholder Engagement:

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• Act as the main point of contact for client service-related issues and escalations.
• Build and maintain strong relationships with customers and internal delivery teams.

Team Leadership & Coordination:

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• Coordinate cross-functional teams to ensure timely resolution of service issues.
• Provide mentoring and direction to junior delivery staff or support teams.

Process Improvement:

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• Identify gaps and inefficiencies in service delivery processes; implement improvements.
• Participate in audits and support compliance with relevant standards (e.g., ITIL, ISO).

Project Support:

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• Support the delivery of new services, transitions, and transformation initiatives.
• Collaborate with project managers to align service capabilities with project deliverables.

Required Skills & Qualifications

Bachelors degree in Information Technology, Business Administration, or related field.

5-9 years of experience in a service delivery or client management role.

Proven experience managing service performance in complex, multi-client environments.

Strong knowledge of ITIL practices (certification preferred).

Excellent problem-solving, communication, and stakeholder management skills.

Strong organizational and multitasking abilities.

Preferred Qualifications

Experience in cloud-based or digital service environments.

Experience managing third-party vendors or offshore delivery teams.

PMP or similar project management certification is a plus.

Familiarity with service tools such as ServiceNow, Jira, or equivalent.

Key Competencies

Customer-centric mindset

Analytical thinking

Leadership and team collaboration

Conflict resolution

Time and priority management