IT Service Delivery Group Operations Manager

About the role

This is a strategic operational leadership role responsible for overseeing Service Desk, Field Service Support (FSS), Asset/Service Management (ASM), and related service delivery functions. The role combines operational management, client relationship leadership, team development, and continuous improvement to drive service excellence and operational stability.

Key responsibilities

• Provide strategic and operational oversight of Service Desk, Field Service Support, Asset/Service Management, and related service delivery functions
• Ensure consistent achievement of client SLAs, KPIs, contractual commitments, and operational service standards
• Monitor and manage key operational metrics, including ticket aging, backlog, dispatch efficiency, first-time resolution, escalation rates, workforce productivity, utilization, and overall service quality
• Serve as the senior escalation point for critical operational issues, service disruptions, SLA risks, and complex client concerns
• Represent the service delivery organization in client meetings, operational reviews, service reviews, and business reviews
• Lead and develop Service Delivery Managers, Team Leads, ASMs, Service Desk personnel, field engineers, and operational support teams
• Establish clear performance expectations, accountability structures, and operational objectives aligned with business and client requirements
• Analyze operational dashboards, SLA/KPI results, workforce trends, productivity data, quality metrics, and customer feedback to identify performance opportunities
• Oversee workforce planning, manpower allocation, scheduling, capacity management, and operational coverage across service delivery functions
• Develop and execute service delivery strategies aligned with organizational objectives, client expectations, and business growth priorities

About you

• Experience leading and developing Service Delivery Managers, Team Leads, and operational support teams
• Demonstrated ability to manage client relationships and serve as an escalation point for critical operational issues
• Strong capability in performance management, continuous improvement, and process optimization
• Experience with workforce planning, capacity management, and resource allocation
• Proficiency in analyzing operational dashboards, SLA/KPI results, and performance metrics
• Knowledge of Lean/ITIL-aligned practices and service delivery governance
• Ability to translate operational data into strategic recommendations and transformation initiatives
• Experience with governance, reporting, and operational controls