Senior Service Delivery Manager

Job Summary:

We are looking for a highly organized and customer-focused Service Delivery Manager (SDM) to oversee the delivery of IT services for our managed services clients. The SDM will act as the primary point of contact for clients, ensuring that services are delivered in line with agreed service level agreements (SLAs) and expectations. This role requires strong leadership skills, attention to detail, and the ability to drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

As a key member of the managed services team, the SDM will coordinate between internal teams (technical support, NOC, infrastructure, and security) and the client to manage the delivery of end-to-end IT services, ensuring timely resolution of incidents, service requests, and proactive maintenance of systems.

Key Responsibilities:

1. Client Relationship Management:

• Serve as the primary point of contact for clients, managing day-to-day interactions and ensuring clear communication between clients and internal teams.
• Conduct regular service review meetings with clients to discuss performance against SLAs, incidents, and areas for improvement.
• Develop strong relationships with key stakeholders within the client organization to foster trust and ensure long-term partnerships.

1. Service Delivery and SLA Management:

• Ensure all services are delivered in accordance with SLAs, monitoring performance metrics, KPIs, and quality standards.
• Track and report service performance, identifying areas of improvement and driving initiatives to optimize service delivery.
• Manage escalations from clients and coordinate with internal teams to resolve issues in a timely manner, ensuring client satisfaction.

1. Incident, Problem, and Change Management:

• Oversee the effective management of major incidents, ensuring timely resolution and clear communication with clients throughout the process.
• Work closely with technical teams to lead root cause analysis (RCA) for recurring issues and recommend improvements.
• Coordinate change management activities with clients, ensuring that changes to infrastructure, applications, and systems are planned, communicated, and implemented with minimal disruption.

1. Service Improvement and Optimization:

• Drive continuous improvement initiatives to enhance the quality, efficiency, and reliability of service delivery.
• Identify opportunities for automation, process improvements, and best practices to increase operational efficiency and reduce manual effort.
• Stay up to date with industry trends and new technologies, proposing innovative solutions to improve service offerings and exceed client expectations.

1. Resource and Team Management:

• Coordinate with technical teams, including the helpdesk, network operations center (NOC), and infrastructure teams, to ensure adequate staffing and resourcing for client service needs.
• Lead and mentor the service delivery team, providing guidance and support to ensure high levels of performance and engagement.
• Ensure that the technical teams are well-equipped with the tools, training, and resources needed to meet client demands and SLAs.

1. Reporting and Documentation:

• Prepare regular reports on service performance, including SLA compliance, incident metrics, and improvement actions.
• Document and maintain accurate records of client interactions, service reviews, and action plans to ensure accountability and transparency.
• Ensure all client documentation, including SLAs, project scopes, and service descriptions, is up to date and accurate.

1. Risk and Compliance Management:

• Identify and mitigate risks to service delivery, ensuring adherence to regulatory and security compliance standards.
• Work with clients to ensure that services align with their business continuity and disaster recovery plans.
• Ensure that data protection policies (e.g., GDPR) are adhered to within all service delivery processes.

1. Project and Transition Management:

• Lead the smooth transition of new clients into managed services, ensuring minimal disruption to operations.
• Oversee service transitions, including onboarding, offboarding, and service expansion, ensuring client satisfaction throughout the lifecycle.
• Ensure that all projects and transitions are delivered on time, within scope, and in alignment with the client’s business goals.

1. Client Satisfaction and Advocacy:

• Continuously monitor and improve client satisfaction by ensuring that services meet or exceed expectations.
• Act as the client’s advocate within the company, ensuring that client feedback is incorporated into service improvements and that client concerns are addressed promptly.
• Conduct customer satisfaction surveys and act on feedback to improve service quality.

Qualifications:

• Education:
• Bachelor’s degree in Information Technology, Business Management, or a related field. Equivalent experience may be considered.
• Experience:
• Minimum of 5 years of experience in IT service management, with at least 2 years in a service delivery management role.
• Proven track record of managing end-to-end service delivery in a managed services or IT outsourcing environment.
• Experience working with enterprise clients and managing complex IT environments.
• Technical Skills:
• Strong understanding of IT infrastructure, including servers, networks, databases, cloud services, and security.
• Familiarity with IT service management tools (e.g., ServiceNow, BMC Remedy) and ticketing systems.
• Proficient in ITIL practices, particularly incident, problem, and change management.
• Familiarity with SLAs, KPIs, and performance reporting.
• Certifications (Preferred):
• ITIL Foundation Certification (required).
• ITIL Practitioner or Intermediate certifications (preferred).
• Project Management Professional (PMP) or PRINCE2 certification is a plus.
• ISO/IEC 20000 certification is a plus.
• Soft Skills:
• Excellent communication, negotiation, and interpersonal skills to build and maintain strong client relationships.
• Strong leadership and team management abilities, with a focus on motivation and team development.
• Ability to handle pressure, manage multiple priorities, and navigate complex client environments.
• Strong problem-solving and analytical skills, with a proactive and solutions-oriented approach.

Additional Requirements:

• Availability for occasional travel to client sites or meetings.
• Flexibility to support after-hours or weekend service escalations, as required.
• Experience working within a managed services framework, ensuring alignment with client SLAs.