Posted Oct 19, 2026 11 views
We are seeking an experienced Service Delivery Manager to lead and oversee the complete service delivery lifecycle. This role is responsible for ensuring adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), while maintaining strong and productive client relationships. The ideal candidate will manage service operations, coordinate cross-functional teams, drive continuous improvement initiatives, handle escalations effectively, and ensure service quality, contractual compliance, and cost efficiency throughout the delivery process.
Key Responsibilities
- Oversee end-to-end service delivery operations to meet or exceed agreed SLAs and KPIs.
- Manage large-scale service contracts, ensuring compliance with contractual obligations and service governance standards.
- Monitor service performance regularly, identify issues, and lead resolution efforts including escalation management.
- Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer satisfaction.
- Build and maintain strong client relationships by conducting service review meetings and presenting detailed performance reports.
- Coordinate and collaborate with both onshore and offshore delivery teams to promote accountability and teamwork.
- Manage service governance activities including compliance, documentation, incident reporting, and change management processes.
- Track budgets, forecasts, and resource utilization to identify cost optimization opportunities and ensure financial control.
- Handle change requests, contract renewals, and balance multiple priorities effectively while maintaining service excellence.
- Communicate clearly with stakeholders at all levels, applying strong analytical and problem-solving skills to overcome challenges.
Required Qualifications
- Minimum of 5 years’ experience in service delivery, operations management, or client-facing roles within IT or managed services environments.
- Proven expertise in managing SLAs, KPIs, and complex service contracts.
- Demonstrated ability to monitor service performance, resolve escalations, and implement continuous improvement initiatives.
- Strong client management skills, including experience conducting service review meetings and preparing performance reports.
- Knowledge and experience in service governance, compliance, documentation, incident reporting, and change management.
- Ability to effectively coordinate delivery teams across multiple locations, fostering collaboration and accountability.
- Experience in budget tracking, forecasting, resource utilization, and cost optimization.
- Excellent stakeholder management, communication, analytical thinking, and problem-solving abilities.
- Skilled in managing change requests, contract renewals, and juggling multiple priorities in a dynamic environment.
Preferred Qualifications and Benefits
- Bachelor’s degree in Business Administration, Information Technology, or a related discipline is required.
- A Master’s degree is preferred.
- Strong understanding of ITIL processes is essential; ITIL certification is highly desirable.
- Exceptional organizational skills, keen attention to detail, and a customer-centric mindset.
- Ability to perform well under pressure, adapt to changing circumstances, and proactively prevent service delivery issues.
This position offers the opportunity to lead critical service delivery functions within a dynamic and collaborative environment, driving operational excellence and client satisfaction.
Skills
Job Details
Systems Limited
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