Service Delivery Manager

We are looking for an experienced Service Delivery Manager to oversee end-to-end service delivery, ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and maintain strong client relationships. The role involves managing service operations, coordinating cross-functional teams, driving continuous improvement, handling escalations, and ensuring service quality, contractual compliance, and cost optimization.

Requirements

• 5+ years of experience in service delivery, operations management, or client-facing IT/managed services roles.
• Strong experience managing SLAs, KPIs, and large-scale service contracts.
• Experience monitoring service performance, resolving escalations, and driving continuous improvement initiatives.
• Proven ability to manage client relationships, conduct service review meetings, and present performance reports.
• Experience with service governance, compliance, documentation, incident reporting, and change management.
• Ability to coordinate onshore and offshore delivery teams and promote accountability and collaboration.
• Experience tracking budgets, forecasts, resource utilization, and cost optimization opportunities.
• Strong stakeholder management, communication, analytical, and problem-solving skills.
• Ability to manage change requests, contract renewals, and multiple priorities effectively.

Qualifications

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Master’s degree preferred.
• Strong knowledge of ITIL processes; ITIL certification preferred.
• Excellent organizational skills, attention to detail, and a customer-centric approach.
• Ability to work under pressure, adapt to change, and proactively prevent service delivery issues.