Service Delivery Manager

Job Overview :

We are seeking a results-driven Service Delivery Manager with 5-9 years of experience to oversee and optimize service delivery across our client portfolio. You will ensure high-quality service performance, build strong relationships with stakeholders, manage escalations, and drive continuous improvement in service management processes.

Key Responsibilities :

Service Management & Delivery :

Ensure high levels of customer satisfaction through effective service delivery and management.

Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs.

Monitor performance metrics and prepare service reports for clients and internal leadership.

Stakeholder Engagement :

Act as the main point of contact for client service-related issues and escalations.

Build and maintain strong relationships with customers and internal delivery teams.

Team Leadership & Coordination :

Coordinate cross-functional teams to ensure timely resolution of service issues.

Provide mentoring and direction to junior delivery staff or support teams.

Process Improvement :

Identify gaps and inefficiencies in service delivery processes; implement improvements.

Participate in audits and support compliance with relevant standards (e.g., ITIL, ISO).

Project Support :

Support the delivery of new services, transitions, and transformation initiatives.

Collaborate with project managers to align service capabilities with project deliverables.

Required Skills & Qualifications :

Bachelors degree in Information Technology, Business Administration, or related field.

5-9 years of experience in a service delivery or client management role.

Proven experience managing service performance in complex, multi-client environments.

Strong knowledge of ITIL practices (certification preferred).

Excellent problem-solving, communication, and stakeholder management skills.

Strong organizational and multitasking abilities.

Preferred Qualifications :

Experience in cloud-based or digital service environments.

Experience managing third-party vendors or offshore delivery teams.

PMP or similar project management certification is a plus.

Familiarity with service tools such as Service Now, Jira, or equivalent.

Key Competencies :

Customer-centric mindset

Analytical thinking

Leadership and team collaboration

Conflict resolution

Time and priority management