Service Delivery Manager
Core
Manage end-to-end service delivery, operational governance, and customer relationships for multiple accounts in a Managed Services environment.
Role type
Senior Service Delivery Manager
Builds
IT services (Service Desk, Infrastructure, Cloud, Network, Security, EUC) for external customers
Domain
IT Managed Services
Deliverable
client delivery
Required skills
ITIL processes, stakeholder management, vendor management, SLA/KPI monitoring, cross-functional team leadership, service transition management
Preferred skills
automation initiatives, operational optimization, QBR facilitation
Technologies
Service Desk, Infrastructure, Cloud, Network, Security, EUC
Responsibilities
Manage end-to-end service delivery across multiple customer accounts; Ensure SLA/KPI achievement and contractual compliance; Lead governance meetings, service reviews, and QBRs; Monitor SLA performance, KPIs, ticket trends, and service quality; Drive service improvement, automation, and optimization initiatives; Partner with Sales/Account teams on customer retention and growth
Seniority
Senior, hands-on IC
