Service Delivery Manager

We are seeking a seasoned Service Delivery Manager to lead and oversee the complete service delivery lifecycle. This role is critical in ensuring adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) while fostering strong, collaborative relationships with clients. The successful candidate will manage service operations, coordinate efforts across cross-functional teams, and drive continuous improvement initiatives. Additionally, they will handle escalations promptly, ensure service quality and contractual compliance, and focus on cost optimization to deliver exceptional value.

Key Responsibilities

- Oversee end-to-end service delivery, ensuring all SLAs and KPIs are consistently met or exceeded.
- Manage large-scale service contracts and monitor service performance to identify areas for improvement.
- Lead and coordinate onshore and offshore delivery teams, promoting accountability, collaboration, and seamless communication.
- Handle escalations effectively, resolving issues to maintain client satisfaction and service continuity.
- Conduct regular service review meetings with clients, presenting performance reports and insights.
- Drive continuous improvement initiatives to enhance service quality, efficiency, and customer experience.
- Ensure compliance with service governance, including documentation, incident reporting, and change management processes.
- Track and manage budgets, forecasts, resource utilization, and identify opportunities for cost optimization.
- Manage change requests, contract renewals, and balance multiple priorities in a dynamic environment.
- Maintain strong stakeholder relationships through clear communication, problem-solving, and proactive engagement.

Required Qualifications

- Minimum of 5 years’ experience in service delivery, operations management, or client-facing roles within IT or managed services.
- Proven track record managing SLAs, KPIs, and complex service contracts.
- Demonstrated ability to monitor service performance, resolve escalations, and implement continuous improvement strategies.
- Experience in service governance, including compliance, documentation, incident reporting, and change management.
- Strong skills in coordinating diverse teams across locations and driving collaboration.
- Proficient in budget tracking, forecasting, resource management, and cost control.
- Excellent stakeholder management, communication, analytical, and problem-solving abilities.
- Ability to manage multiple priorities, change requests, and contract renewals effectively.

Preferred Qualifications and Benefits

- Bachelor’s degree in Business Administration, Information Technology, or a related discipline is required.
- A Master’s degree is preferred and considered an advantage.
- Strong knowledge of ITIL processes is essential; ITIL certification is highly desirable.
- Exceptional organizational skills with keen attention to detail.
- A customer-centric mindset with the ability to work well under pressure.
- Adaptability to change and a proactive approach to preventing service delivery issues.

This role offers the opportunity to work in a dynamic environment where leadership, strategic thinking, and operational excellence are valued. The ideal candidate will be a proactive problem solver with a passion for delivering high-quality service and building lasting client partnerships.