Service Delivery Manager

Toshiba Global Commerce Solutions is seeking a highly motivated Service Delivery Manager responsible for the end-to-end delivery of IT services and solutions to Toshiba Global Commerce Solutions' retail customers. Acting as the primary interface between internal teams and clients, the SDM ensures that all contracted services are delivered efficiently, meet agreed SLAs, and continuously evolve to align with customer expectations and business goals.

Key Experience and Responsibilities:

Service Delivery & Operations

• Manage day-to-day IT service delivery across assigned accounts, ensuring all SLAs, KPIs, and contractual obligations are met or exceeded.
• Oversee incident, request, problem, and change management activities in accordance with ITIL best practices.
• Ensure effective resource planning and workload balancing to meet delivery timelines and service expectations.

Customer Relationship Management

• Act as the primary point of contact for customer service delivery-related matters.
• Build and maintain strong relationships with client stakeholders through regular service reviews, performance reporting, and issue escalation management.
• Proactively identify service improvement opportunities and present recommendations to clients.

Project & Transition Management

• Support new client onboarding and service transitions.
• Collaborate with project managers to ensure a seamless handover from implementation to steady-state support.
• Coordinate cross-functional teams to support rollouts, upgrades, and other customer initiatives.

Commercial & Contractual Support

• Ensure compliance with contractual obligations including SLA adherence and reporting.
• Identify and support growth opportunities within accounts, including upselling of enhanced support services and new project engagement.
• Manage service scope and track against financial targets and forecasts.

Team Collaboration & Leadership

• Work closely with Field Services, Technical Support, Depot/Warehouse, and PMO teams to align on delivery expectations.
• Mentor and support junior team members or service coordinators as required.
• Promote a culture of accountability, collaboration, and continuous improvement.

MINIMUM QUALIFICATIONS:-

• Bachelor’s degree in IT, Computer Science, Business, or a related field.

RELEVANT SKILLS & EXPERIENCE

Experience: 5+ years’ experience in IT service delivery or managed services, ideally within the retail or technology sector.

• Strong understanding of ITIL framework and service management principles.
• Demonstrated ability to manage multiple clients and competing priorities.
• Excellent communication, stakeholder engagement, and conflict resolution skills.
• Experience with enterprise service management tools (e.g. ServiceNow).
• Prior experience with POS systems or retail technology is highly desirable.