Service Delivery Manager

JOB DESCRIPTION

Key Responsibilities

Service Delivery & Operations

• Manage end-to-end service delivery across multiple customer accounts
• Act as the primary operational point of contact for clients
• Ensure SLA/KPI achievement and contractual compliance
• Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC
• Coordinate cross-functional teams, vendors, and stakeholders
• Manage escalations, risks, and service priorities

Customer & Governance Management

• Build strong relationships with customer stakeholders
• Lead governance meetings, service reviews, and QBRs
• Present service performance, risks, and improvement initiatives
• Drive customer satisfaction and handle escalations

Operational Governance

• Monitor SLA performance, KPIs, ticket trends, and service quality
• Ensure adherence to ITIL processes (Incident, Problem, Change Management)
• Maintain operational documentation (SOPs, runbooks, reports)
• Manage vendor performance and contractual obligations

Service Transition & Continuous Improvement

• Support onboarding and transition to BAU operations
• Identify operational risks and gaps during transition
• Drive service improvement, automation, and optimization initiatives

Collaboration

• Partner with Sales/Account teams on customer retention and growth
• Work with technical teams and vendors to ensure seamless service delivery

Requirements

• Degree/Diploma in IT, Computer Science, Engineering, or related field
• Minimum 5 years of experience in IT Service Delivery within a Managed Services environment
• Proven experience managing multiple customer accounts
• Experience leading cross-functional technical teams and vendors
• Strong knowledge of ITIL processes and service management practices
• Excellent stakeholder management, communication, and presentation skills

JOB REQUIREMENTS

Please refer to job description for more details.

BUSINESS SEGMENT

Connectivity

PLATFORM

Operating Division