Service Delivery Manager
Core
Oversee end-to-end managed services delivery across multiple client environments, ensuring SLA performance and operational governance.
Role type
Senior Service Delivery Manager
Builds
Managed services operations for multiple customer accounts
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
ITIL processes, SLA/KPI management, vendor management, cross-functional team leadership, stakeholder management, risk management, service transition, operational documentation
Preferred skills
None stated
Technologies
None stated
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, Support onboarding and transition to BAU operations, Partner with Sales/Account teams on customer retention and growth
Seniority
Senior, hands-on IC
