Service Delivery Manager

About the role

We are looking for an experienced and customer-focused Service Delivery Manager to oversee service delivery for a portfolio of enterprise and strategic clients. The ideal candidate will act as a trusted customer advocate, ensuring service excellence, contractual compliance, and strong client relationships while driving continuous improvement across managed IT services. In this role, you will collaborate with technical support, professional services, customer success, and account management teams to ensure service level agreements (SLAs) are met, incidents are managed effectively, and customers receive high-quality, reliable IT services.

Key responsibilities

• Oversee end-to-end service delivery for assigned enterprise and strategic customers, ensuring contractual obligations and service level agreements are met
• Lead regular customer service review meetings to discuss service performance, quality, operational processes, and improvement opportunities
• Coordinate with internal teams and third-party providers to resolve service issues and achieve customer objectives
• Oversee major incidents and ensure timely post-incident reporting, root cause analysis, and corrective actions
• Monitor service performance, identify trends, and provide actionable insights and recommendations
• Develop and implement Service Improvement Plans (SIPs) to enhance service quality and operational efficiency
• Build and maintain strong relationships with customers, serving as their primary advocate within the organization
• Work closely with Customer Success and Account Management teams to improve customer satisfaction and retention
• Maintain accurate customer support documentation, service processes, and contractual records
• Follow and promote ITIL-based processes for incident, problem, and change management

About you

• Relevant experience in IT service delivery, service management, or managed services
• Experience working with Microsoft 365 and its applications
• Knowledge of ITIL-based service management processes, including incident, problem, and change management
• Familiarity with ServiceNow or similar IT service management platforms is preferred
• Understanding of network technologies and data services, including SD-WAN, MPLS, and IPsec
• Knowledge of cloud service concepts, including AWS, Microsoft Azure, and private cloud environments
• Experience managing enterprise customers, service level agreements, and major incident escalations
• ITIL 4 certification is required
• Excellent verbal and written communication skills
• Strong customer relationship management and stakeholder engagement abilities