Service Delivery Manager

Overview

We are in search of a seasoned Service Delivery Manager to oversee the successful provision of managed services for our clientele. This role demands leading service performance, continuous improvements, forging trusted advisory connections, and serving as the main contact for service governance and client satisfaction.

Primary Duties

• Establish and nurture trusted advisor relationships with customer stakeholders.
• Serve as the chief escalation contact for all service-related concerns.
• Lead service review meetings, governance panels, and executive business evaluations with customers.
• Promote high customer satisfaction and service quality across designated accounts.
• Align service delivery with customers’ business goals.
• Supervise managed service delivery adhering to set service levels and expectations.
• Monitor and proactively manage incidents, requests, issues, changes, and risks.
• Maintain and enforce continuous service improvement plans.
• Handle operational risks and coordinate mitigation strategies.
• Ensure compliance with contracts, standards, and best practices.
• Spot opportunities to enhance service quality, efficiency, and client experience.
• Lead process and operational maturity enhancement projects.
• Encourage automation, innovation, and technology adoption when appropriate.
• Track progress and benefits from improvement efforts.
• Support new service transitions into operational support.
• Engage in readiness reviews and ensure support team preparedness.
• Manage internal teams, suppliers, and customer stakeholders relationships.
• Coordinate collaboration across delivery teams for service results.
• Oversee service recovery and communication in major incidents.
• Assign clear ownership for service activities and deliverables.
• Create and deliver service performance reports and dashboards with recommendations.
• Communicate service risks, trends, successes, and improvement opportunities to clients and senior leaders.
• Prepare executive summaries suited for technical and non-technical audiences.
• Promote best practices and help evolve service management standards.
• Build a culture emphasizing accountability, teamwork, and customer focus.

Qualifications and Expertise

• Between 5 to 7 years’ experience in service delivery management.
• Strong grasp of IT Service Management (ITSM) principles and industry best practices.
• Experience conducting customer governance and service review meetings.
• Demonstrated ability handling customer relationships and service escalations effectively.
• Strong abilities in stakeholder communication and management.
• Experience in producing and presenting detailed service reports and recommendations.
• Skilled at managing multiple clients, priorities, and demands concurrently.
• Excellent analytical, organizational, and problem-solving capabilities.
• Certification at ITIL Foundation level or above.
• Proficient in using ServiceNow or similar ITSM tools.
• Experience supporting service transition and operational readiness processes.
• Familiarity with a managed services operating environment.
• Understanding of Microsoft technologies relevant to service delivery.
• Experience identifying automation, AI, or service improvement opportunities.