Service Delivery Manager
Core
Own the Customer Support process, driving quick resolution to customer-impacting issues and achieving committed SLAs, Operational Efficiency & CSAT/NPS.
Role type
Senior Service Delivery Manager (IT Operations)
Builds
Customer support operations, service delivery frameworks, and team capabilities
Domain
IT Services / Managed Services
Required skills
SLA management, team leadership, ITSM platform expertise, escalation management, process improvement, metrics analysis, documentation, stakeholder communication
Preferred skills
ITIL certification, technical acumen, career framework development
Technologies
ServiceNow, Remedy, Atlassian
Responsibilities
Achieve committed SLAs, Operational Efficiency & CSAT/NPS; Own escalated support issues; Analyse, implement improvement and report on support metrics; Establish and adhere to customer support case management practices; Develop and keep a well-organized team to effectively support business objectives; Create and maintain internal documentation (KEDB, KMDB); Provide senior management with regular status reports
Seniority
Senior, hands-on IC with team management
