Service Delivery Manager
Core
Lead and manage multiple service delivery programs within a Managed Services portfolio to ensure service excellence, operational efficiency, and client satisfaction.
Role type
Senior Service Delivery Manager
Builds
MSP services and managed service programs
Domain
IT Managed Services / IT Service Management
Required skills
Program management, Stakeholder management, ITIL framework expertise, SLA/KPI management, Budget management, Risk management, Team leadership, ITSM tools proficiency, Change management, Incident management
Preferred skills
PMP, PRINCE2, ITIL Certification, Multi-country service delivery experience, Enterprise client handling
Technologies
ServiceNow
Responsibilities
Lead end-to-end delivery of MSP services, Manage program roadmaps, schedules, and budgets, Act as primary escalation point for key clients, Drive continuous improvement initiatives, Lead cross-functional teams including service desk and engineers, Prepare and present regular reports to senior management and clients
Seniority
Senior, hands-on IC with leadership responsibilities