Service Delivery Manager
Core
Manage customer support operations and team to achieve SLAs, operational efficiency, and high customer satisfaction scores.
Role type
Senior Service Delivery Manager (ITSM)
Builds
Customer support processes, escalation management frameworks, and team performance metrics
Domain
IT Services & Managed Services
Deliverable
dashboards & analysis
Required skills
SLA management, team leadership, ITSM process design, escalation handling, data analytics, documentation, stakeholder communication, operational efficiency, multi-tasking, governance
Preferred skills
ITIL certification, experience with ITSM platforms, process improvement methodologies
Technologies
ServiceNow, Remedy, Atlassian
Responsibilities
Own customer support case management and SLA adherence; lead and develop a competent support team; analyze and report on support metrics and business impact; manage escalated issues and customer expectations; create and maintain internal documentation; drive continuous improvement of support offerings and career frameworks.
Seniority
Senior, hands-on IC with team management
