service delivery manager

Information Services Group

<div><div>Role Summary</div><div>
The Senior Service Delivery Manager (SDM) is a critical leadership position with at least 12-15 years&rsquo; experience responsible for the successful end-to-end delivery of services to a key client or set of clients. This role serves as the executive client interface and single point of accountability for operational performance, contractual compliance, and overall client satisfaction. The SDM drives strategic planning, operational excellence, financial oversight (P&amp;L), and team performance to ensure high-quality, cost-effective service delivery to build long-term client partnerships.</div><div>
Key Responsibilities</div><div>
The responsibilities are categorized into three core areas: Service &amp; Operations Excellence, Governance Management, and Client centricity.</div><div>
I. Client &amp; Contract Management</div><ul><li>
Executive Client Interface: Act as the primary, senior point of contact for the customer, building and maintaining a strong, trusting, and long-term relationship.</li><li>
Contractual Oversight: Ensure all services are delivered in strict accordance with the SLAs, Key Performance Indicators (KPIs), and all terms of the master contract.</li><li>
Revenue/ Relationship Growth: Proactively identify opportunities for service expansion, value-add initiatives, and continuous improvement that enhance the client&rsquo;s business value year-over-year.</li><li>
Governance &amp; Reporting: Lead and Drive all formal governance meetings and business reviews. Prepare and present executive summary dashboards, performance reports, and strategic recommendations to both client and internal senior leadership.</li><li>
Issue Escalation: Manage and resolve complex, highly visible client escalations and critical service challenges effectively and promptly.</li></ul><div>
II. Operational &amp; Quality Excellence</div><ul><li>
Process Optimization: Oversee the organization and effective management of all operational aspects of service delivery. Implement and drive a culture of continuous process improvement (CPI), utilizing methodologies such as Six Sigma, Lean, or Kaizen.</li><li>
Risk Management: Identify, assess, and mitigate operational risks that could impact service delivery, quality, or contractual compliance.</li><li>
Quality &amp; Compliance: Ensure service delivery processes adhere to relevant industry standards, quality mandates (regulatory standards), and internal policies.</li><li>
Resource Allocation: Optimize the effective allocation and utilization of human, technical, and financial resources to meet varying service demands efficiently.</li><li>
Business Continuity: Maintain, test, and enforce robust business continuity and disaster recovery plans to ensure service resilience.</li></ul><div>
III. Manage P&amp;L
</div><ul><li>Profit &amp; Loss (P&amp;L) Accountability: Assume full financial responsibility for the service contract, including budget management, cost containment, revenue forecasting, and driving account profitability.</li><li>
Thought Leadership: Driving innovation and influencing industry trends through expert insights and strategic vision</li></ul><div>
Required Qualifications &amp; Experience</div><ul><li>
Experience 15+ years of total professional experience, with at least 8 to 10 years specifically managing high-value, complex outsourcing or service contracts.</li><li>
Leadership Scope Proven experience leading and managing a large-scale, multi-functional operational team</li><li>
Business Acumen Demonstrated experience with P&amp;L responsibility, budget management.</li><li>
Service Frameworks Strong knowledge of industry best practices and frameworks (ITIL) relevant to managing large service operations.</li><li>
Education Minimum: Bachelor&rsquo;s degree in Business, Operations Management, or a related field. An MBA or Master&rsquo;s degree is highly preferred.</li><li>
Communication Exceptional written and oral communication skills in English (and other required languages), with proven ability to present to C-level executives.</li><li>
Personal Attributes Highly strategic, self-motivated, results-oriented leader with superior negotiation, organizational, and conflict resolution skills. Ability to adapt and thrive in complex, dynamic client environments.</li></ul></div>

Service Delivery Manager

HealthEquity Inc.

<div>Our Mission:

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.
Overview:
<div>
How you can make a difference</div><div></div><div> 
With general direction and considerable latitude for independent judgment and discretion, the Cobra Service Delivery Manager is the primary point of contact for assigned client accounts. The Service Delivery Manager manages inquiries regarding the administration of HealthEquity&rsquo;s products. They are responsible for building trust and rapport with our valued clients. They support day-to-day operational functions. Their goal is to help clients understand the products and services offered to their employees. Additionally, the Cobra Service Delivery Manager will improve client loyalty through flawless execution. This role engages clients from onboarding through ongoing service management.</div><div></div><div> 
What you&rsquo;ll be doing</div><ul><li>
Services and owns relationship for clients with lower to moderate levels of complexity and size. (500+ Benefit Eligibles)</li><li>
Own the process and outcomes for resolving client issues. Takes full ownership to manage and resolve client issues ranging from simple to moderate. Leverages existing processes, escalates when needed, ensures issue closure.</li><li>
Lead regular client meetings and maintain action logs.</li><li>
May own project plans to manage low to moderate complex projects.</li><li>
Oversee file processing and account activities to ensure client satisfaction and SLA adherence.</li><li>
Responsible for client documentation and to provide internal teams with client specific processes, procedures, and alerts.</li><li>
Lead annual review meetings (onsite as needed).</li><li>
Advocate client needs and requests with internal stakeholders.</li><li>
Educate clients on the tools and resources available on HealthEquity&rsquo;s systems.</li><li>
Assists client in understanding their plan design options, the impacts of those decisions to HealthEquity&rsquo;s administration of the client&rsquo;s plan(s) and the impact to their employees and the resulting member experience.</li><li>
Explains HealthEquity&rsquo;s administrative capabilities as a result of these decisions, including claims adjudication and payment; debit card functionality; payroll, enrollment and eligibility file interactions; carrier integrations; compliance changes, etc</li></ul><div></div><div> 
What you will need to be successful</div><ul><li>
EDUCATION:
</li><li>Knowledge of healthcare plans, banking, the CDHP &ndash; Consumer Directed Health Plan &ndash; industry or a closely related field as normally obtained through the completion of a High School Diploma / Bachelor&rsquo;s Degree.</li><li>
WORK EXPERIENCE OR RELATED EXPERIENCE:</li><li>
5+ years experience in benefits/financial services roles or direct business to business service experience.</li><li>
A strong customer service orientation is essential.</li><li>
Able to communicate, present and influence credibly and effectively at all levels of internal and external organizations. Tailor communications to the targeted audience.</li><li>
Well organized and detail attentive in both quality and accuracy.</li><li>
Strong work ethic and able to handle a workload of 15+ highly complex clients.</li><li>
Demonstrate effective meeting management and presentation skills.</li><li>
Proven track record of success leading enterprise size clients through leadership and exceptional service.</li><li>
Adept at developing and maintain relationships.</li><li>
Able to operate independently with minimal supervision.</li><li>
Proficiency with business and communications software (preferably Word, Excel, PowerPoint, common Windows operating systems, and Outlook) is required. Salesforce and project management experience is highly desired.</li></ul><div></div><div> 
#LI-Remote</div><div>
This is a remote position</div>
Salary Range: $57500.00 To $86000.00 / year Benefits &amp; Perks:

The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:<ul><li>
Medical, dental, and vision</li><li>
HSA contribution and match</li><li>
Dependent care FSA match</li><li>
Uncapped paid time off</li><li>
Paid parental leave</li><li>
401(k) match</li><li>
Personal and healthcare financial literacy programs</li><li>
Ongoing education &amp; tuition assistance</li><li>
Gym and fitness reimbursement</li><li>
Wellness program incentives</li></ul>
Why work with HealthEquity :
<div>
HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more.</div><div></div><div> 
You belong at HealthEquity!</div><div>
HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity &ndash; you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity&rsquo;s applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.</div><div></div><div> 
HealthEquity uses Microsoft Copilot to transcribe screening interviews between candidates and their direct Talent Partner for note taking and interview summaries. By scheduling a screening interview with us, you consent to Microsoft Copilot&rsquo;s AI technology recording and transcribing your interview with your Talent Partner. This information will be reviewed for accuracy and then used by HealthEquity to summarize the interview, ensure accuracy, and facilitate our hiring process. We take privacy seriously. You have the option to opt out. If you wish to opt out of this Microsoft Copilot transcription, please notify your Talent Partner in advance of the interview. If we do not receive an opt-out request from you, we will assume that you consent to the use of Microsoft Copilot.</div><div></div><div> 
At HealthEquity, our goal is to save and improve lives by empowering healthcare consumers. This shared purpose inspires everything we do, including how we approach hiring. Our process is designed to get to know the real you: your skills, experiences, and potential to make a difference. We value honesty, originality, and the courage to do the right thing, even when it is not the easiest path. Showing up as your authentic self reflects these values and helps us build something truly remarkable together.</div><div></div><div> 
As AI is becoming a common tool throughout the application process, we want to be clear about its appropriate use at HealthEquity. Using AI to support resume writing, research, or interview preparation is perfectly acceptable, provided the content is accurate and genuinely represents your qualifications and skills. For other key parts of our interview process, however, it is important that the ideas, communication, and work you share reflect your own voice, experiences, and thinking. We ask that you participate in our live interviews and complete any assessments without AI assistance unless instructions explicitly indicate otherwise or a specific exception is discussed and approved in advance. This approach ensures fairness, celebrates your individuality, and allows your authentic perspective to shine. Behaviors that do not align with these guidelines may result in disqualification from the hiring process or termination of employment if later discovered. We appreciate your understanding and look forward to learning about the unique contributions only you can bring to HealthEquity.</div><div></div><div> 
HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy.</div></div>

Truerpo

Job Summary:We are looking for an experienced Service Delivery Manager &ndash; Shared Services to lead the end-to-end delivery of IT services across multiple clients within a shared services model. This leadership role involves managing a team of technical professionals spanning Helpdesk, Network, Cloud, Systems, and IT Security disciplines. The ideal candidate is a strategic leader with strong client engagement capabilities, an ITIL-driven mindset, and a deep understanding of enterprise IT ecosystems.Key Responsibilities:<ul><li>Own and drive IT service delivery ensuring operational excellence and compliance with SLAs and KPIs.</li><li>Manage and coordinate shared and dedicated IT teams, including:</li><li>Helpdesk Support</li><li>Network and Cloud (Azure) Engineers</li><li>Systems Engineers</li><li>IT Security Engineers</li><li>Implement and maintain ITIL-aligned processes:</li><li>Incident Management</li><li>Change Management</li><li>Problem Management</li><li>Knowledge Management</li><li>Maintain team rosters, shift schedules, and ensure timely escalations and resource availability.</li><li>Lead recruitment, onboarding, training, and succession planning for shared resources.</li><li>Develop and enforce Standard Operating Procedures (SOPs) for service consistency and risk mitigation.</li><li>Act as the Single Point of Contact (SPOC) for clients, conducting service reviews and presenting reports on KPIs, SLAs, and dashboards.</li><li>Collaborate with internal departments including HR, Finance, and Presales to drive delivery efficiency and cost-effectiveness.</li></ul>Requirements:<ul><li>Experience: Minimum 7 years in IT Service Delivery or Operations Management, with 3+ years in a shared services or managed services environment.</li><li>Technical Expertise: Proficient in IT infrastructure, Microsoft Azure, Helpdesk operations, and cybersecurity principles.</li><li>Frameworks: Practical experience with ITIL best practices.</li><li>Leadership: Proven success in managing cross-functional and remote teams.</li><li>Communication: Exceptional client relationship, stakeholder management, and interpersonal skills.</li></ul>Certifications:<ul><li>Mandatory: ITIL v3 or v4 Certification</li><li>Preferred: PMP, PRINCE2, or equivalent project management certification</li></ul>Job Type: Full-timeWork Location: In person

Novatore Solutions

Experience: 2 YearsJob Type: Full Time - OnsiteLocation: PCSIR Staff Society - College Road, Lahore1.	Client Management:<ul><li>Serve as the primary point of contact for clients regarding service delivery issues, requests, and escalations.</li><li>Conduct regular service reviews with team to ensure client needs are being met.</li></ul>2.	Stakeholder/ Team Management:<ul><li>Team Leadership and Task Delegation (Ability to take work from a team and get work done).</li><li>Management of Novatore&rsquo;s stakeholders. Develop a change management plan that aligns with stakeholders if necessary. Identify and evaluate the role of stakeholders.</li><li>Determine their communication and support requirements.</li><li>Situation handling. Analyze the situation and take necessary actions.</li><li>Identify areas for process improvement and implement best practices. Develop and document standard operating procedures (SOPs). Monitor key performance indicators (KPIs) and adjust operations as needed.</li><li>Managed Services Contracts, team structure, and operational processes. Handle process establishments, and integration with the existing processes.</li></ul>3.	Service Delivery Oversight:<ul><li>Oversee the delivery of services to clients, ensuring adherence to agreed-upon service levels and quality standards.</li><li>Supervise the daily activities of the technical team and manage end-to-end project delivery.</li><li>Identify areas for process improvement and implement changes to enhance service delivery efficiency and effectiveness.</li><li>Develop and maintain service delivery documentation, including procedures, guidelines, and best practices.</li></ul>4.	Issue Resolution:<ul><li>Address and resolve service delivery issues and client complaints in a timely and effective manner.</li><li>Implement corrective actions to prevent recurrence of issues.</li></ul>5.	Reporting and Analysis:<ul><li>Prepare and present regular reports on service delivery performance to senior management and clients.</li><li>Analyze service delivery data to identify trends and areas for improvement.</li></ul>Job Type: Full-timePay: Rs100,000.00 - Rs110,000.00 per monthApplication Question(s):<ul><li>Are you permanent resident of Lahore. (If no then mention area)?</li><li>What is your current salary?</li><li>What is your expected salary?</li></ul>Education:<ul><li>Bachelor's (Preferred)</li></ul>Work Location: In person

Inter Prompt Global

Core Purpose: Owns the delivery performance of services, ensuring SLA/KPI compliance, service governance, risk control, and client satisfaction. Acts as the operational bridge between clients, internal teams, and partners, driving excellence in IT service delivery across global accounts.Responsibilities1. Service Governance &amp; Client Engagement<ul><li>Lead Monthly/Quarterly Service Reviews with clients, presenting SLA dashboards, incident trends, and improvement plans.</li><li>Maintain governance frameworks for each account &mdash; ticket performance, resource utilization, risk registers, and service roadmaps.</li><li>Partner with Client Success Managers to ensure service performance aligns with client expectations.</li></ul>2. Operational Oversight<ul><li>Govern daily service delivery operations across accounts (Hands &amp; Feet dispatch, field services, infra rollouts, support).</li><li>Ensure SLA/KPI compliance across incidents, requests, and problem management.</li><li>Oversee knowledge base usage, playbooks, and escalation workflows.</li></ul>3. Escalation &amp; Risk Management<ul><li>Act as escalation bridge between client stakeholders, engineers, and internal finance/ops teams.</li><li>Lead incident reviews, drive root-cause analysis (RCA), and ensure corrective/preventive actions are implemented.</li><li>Proactively identify risks (capacity, resource, compliance) before they impact service delivery.</li></ul>4. Resource &amp; Vendor Coordination<ul><li>Coordinate resource allocation with internal teams and global partner networks.</li><li>Manage subcontractors/vendors for service delivery, ensuring compliance and SLA performance.</li><li>Balance resource load between steady-state delivery and project activities.</li></ul>5. Reporting &amp; Financial Alignment<ul><li>Provide structured reporting: weekly/monthly dashboards, SLA trends, cost vs budget, margin tracking.</li><li>Support commercial teams in identifying service improvement opportunities tied to renewals or expansions.</li><li>Monitor service profitability &mdash; utilization, field travel, penalties, and cost leakage.</li></ul>6. Continuous Service Improvement (CSI)<ul><li>Drive ongoing improvement initiatives &mdash; automation, process refinement, knowledge management.</li><li>Benchmark against industry best practices (ITIL, ISO, client requirements).</li><li>Promote a culture of proactive service delivery and operational excellence.</li></ul>Mandatory Requirements:<ul><li>8&ndash;10 years of experience in IT service delivery governance, with 5+ years in SLA-driven environments.</li><li>Proven record of managing enterprise client accounts across multiple regions.</li><li>Strong knowledge of ITIL processes (incident, problem, change, request).</li><li>Demonstrated capability in escalation management and RCA/SIP.</li><li>Excellent communication and client-facing presentation skills.</li><li>Ability to coordinate cross-functional and multi-vendor teams</li></ul>Preferred Requirements:<ul><li>ITIL Intermediate/Expert certification.</li><li>Experience with enterprise ITSM platforms (ServiceNow, Remedy, Jira Service Management).</li><li>Familiarity with dispatch/field engineering models and global subcontractor networks.</li><li>Financial acumen &mdash; understanding of cost, margin, and commercial levers.</li><li>Prior experience with global IT services/consulting companies.</li></ul>Job Type: Full-timeWork Location: In person

My IT Crew

<div>Ready to Lead, Inspire, and Make an Impact? Join Us at My IT Crew. 


At My IT Crew, leadership isn&rsquo;t about titles, it&rsquo;s about impact. Since 2016, we&rsquo;ve been redefining what it means to deliver IT services, with a focus on empowering people, solving problems, and creating a culture where both our clients and team members thrive. 
Our customer satisfaction rating? A steady 97%. 
Our growth? Relentless, fueled by innovation and teamwork. 
Our culture? Transparent, collaborative, and committed to high performance. 
Now, we&rsquo;re looking for a Service Manager who can raise the bar even higher, someone who can inspire a team, guide our clients, and make sure every hour spent delivers real value. 
Position: Service Manager

Location: Brooklyn, New York 
Department: Service Delivery 
What You&rsquo;ll Do

As Service Manager, you&rsquo;ll be the heartbeat of our operations, keeping the team focused, clients happy, and performance on track. You&rsquo;ll:
<ul>
<li>Act as an escalation point for critical client issues, owning communication and resolution.</li>
</ul><ul><li>Manage scheduling, workload, and utilization to make sure every hour counts.</li>
</ul><ul><li>Review and manage service backlogs, keeping priorities clear and moving.</li>
</ul><ul><li>Track key metrics, spot trends, and proactively improve performance.</li>
</ul><ul><li>Mentor and motivate your team through one-on-ones, coaching, and clear feedback.</li>
</ul><ul><li>Handle employee reviews, hiring, and staff development.</li>
</ul><ul><li>Take ownership of major incidents, leading coordination and stakeholder communication.</li>
</ul><ul><li>Collaborate across departments to maximize client satisfaction and operational efficiency.</li>
</ul><ul><li>Lead by example, upholding accountability, morale, and excellent customer service.</li></ul> 


What You Bring

We&rsquo;re looking for someone who&rsquo;s not just a manager, but a leader with vision, grit, and a people-first approach. You&rsquo;ll bring:
<ul>
<li>5+ years of technical IT experience.</li>
</ul><ul><li>3+ years in management or leadership roles.</li>
</ul><ul><li>Hands-on expertise with Windows Server, Active Directory, Microsoft 365, Firewalls, VPNs, Routing/Switching, Virtualization, and LAN/WAN.</li>
</ul><ul><li>Strong background in IT service delivery, incident/problem/change management, and client relationship building.</li>
</ul><ul><li>ITIL knowledge (V3/V4 Foundation strongly preferred).</li>
</ul><ul><li>Excellent communication skills, you can build trust, present clearly to leadership, and defuse tough situations with calm confidence.</li>
</ul><ul><li>A proven track record of meeting KPIs and driving team performance.</li></ul> 


Why You&rsquo;ll Love It Here
<ul>
<li>A culture where leadership is about coaching, not micromanaging.</li>
</ul><ul><li>Real influence on strategy, performance, and customer success.</li>
</ul><ul><li>Tools, training, and processes that evolve with the industry.</li>
</ul><ul><li>A company that rewards initiative, values growth, and supports your leadership journey.</li>
</ul><ul><li>A team that listens, learns, and collaborates to win 
together.</li> 
</ul>
If you&rsquo;re ready to step into a role where your leadership directly shapes client outcomes and team growth, then this might be your next big move. 
Let&rsquo;s talk. My IT Crew isn&rsquo;t just a place to work, it&rsquo;s a place to grow, lead, and thrive.</div>

Service Delivery Manager - MSP

Keeta

<div>
 
 🚀 We&rsquo;re Hiring: Customer Service Delivery Manager 🚀
 
 
 
 
 
 Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong, Saudi Arabia and now in Brazil.
 
 
 
 
 
 Are you a strategic leader with a passion for delivering top-tier customer experiences? Do you have the expertise to drive performance across both in-house and Business Process Outsourcing (BPO) teams while ensuring quality at every touchpoint? If so, we want to hear from you!
 
 
 
 
 
 
 What You&rsquo;ll Do
 
 
 <ul>
 <li>
 Overseeing service delivery for both BPO and in-house teams
 </li>
 <li>
 Managing client relationships and ensuring SLAs are met
 </li>
 <li>
 Driving performance, quality, and efficiency across all customer service channels
 </li>
 <li>
 Implementing and optimizing customer service technologies and processes
 </li>
 <li>
 Leading, mentoring, and developing high-performing teams
 </li>
 <li>
 Analyzing customer interaction data to identify trends and opportunities for improvement
 </li>
 <li>
 Managing vendor relationships and ensuring seamless service delivery
 </li>
 </ul>
 
 
 
 
 
 Why Keeta?
 
 
 <ul>
 <li>
 Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
 </li>
 <li>
 Fast-Growing &amp; Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
 </li>
 <li>
 Global Impact: Join a company that&rsquo;s transforming the way people enjoy food, impacting communities around the world.
 </li>
 </ul>
 
 
 
 
 
 What We&rsquo;re Looking For
 
 
 <ul>
 <li>
 5+ years of experience in customer service management (multi-channel preferred)
 </li>
 <li>
 Proven expertise in managing both in-house and outsourced teams
 </li>
 <li>
 Strong leadership, problem-solving, and decision-making skills
 </li>
 <li>
 Proficiency in customer service technologies, CRM systems &amp; COPC standards
 </li>
 <li>
 Experience in budget management, data analysis &amp; performance reporting
 </li>
 <li>
 Ability to thrive in a fast-paced, dynamic environment
 </li>
 <li>
 Flexibility in undertaking business trips as required
 </li>
 </ul>
 
 
 
 
 📍
 
 Location: Bahrain,
 
 
 
 💡 If you&rsquo;re ready to take on a role that makes a real impact on customer satisfaction and loyalty, apply now and be part of a team that&rsquo;s redefining service excellence!
 
</div>

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