Service Delivery Manager

The Service Delivery Manager is responsible for the successful delivery of billable customer projects and managed services engagements. This role serves as the primary point of accountability for project execution, service quality, customer satisfaction, financial performance, and resource management. The Service Delivery Manager works closely with customers, technical delivery teams, sales, and leadership to ensure projects are delivered on time, within scope, and within budget while achieving business objectives and contractual commitments.

Key Responsibilities

• Own end-to-end delivery of billable customer projects and service engagements.
• Ensure delivery commitments are met in accordance with contractual obligations, project plans, and service level agreements (SLAs).
• Monitor project health, milestones, risks, issues, and dependencies throughout the engagement lifecycle.
• Drive proactive issue resolution and escalation management to minimize customer impact.
• Establish governance models and lead regular service review meetings with customers.

Required Qualifications

• Bachelor’s degree in information technology related discipline.
• At least 11 years of experiences in IT experiences, including services and project delivery, or customer-facing service management roles.
• At least 6 years of project manager experiences.
• At least 2 years of experiences managing IT infrastructure, supporting: more than 5 sites, and more than 1,000 users
• Proven track record of delivering complex enterprise projects successfully.
• Strong understanding of project management methodologies and service management frameworks.
• Experience managing project financials, forecasting, budgets, and resource planning.
• Excellent stakeholder management and executive communication skills.
• Strong problem-solving, negotiation, and conflict-resolution abilities.

Preferred Qualifications

• PMP, PRINCE2, Agile, Scrum, ITIL, or equivalent certifications.
• Experience managing infrastructure, managed services, or professional services engagements.
• Experience working with enterprise and public sector customers.
• Knowledge of Microsoft technologies, network, security and related plafrom services.
• Experience in matrix-managed and multinational environments.