Service Delivery Manager

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.

Responsibilities

1. Service Governance & Client Engagement

• Lead Monthly/Quarterly Service Reviews with clients, presenting SLA dashboards, incident trends, and improvement plans.
• Maintain governance frameworks for each account — ticket performance, resource utilization, risk registers, and service roadmaps.
• Partner with Client Success Managers to ensure service performance aligns with client expectations.

2. Operational Oversight

• Govern daily service delivery operations across accounts (Hands & Feet dispatch, field services, infra rollouts, support).
• Ensure SLA/KPI compliance across incidents, requests, and problem management.
• Oversee knowledge base usage, playbooks, and escalation workflows.

3. Escalation & Risk Management

• Act as escalation bridge between client stakeholders, engineers, and internal finance/ops teams.
• Lead incident reviews, drive root-cause analysis (RCA), and ensure corrective/preventive actions are implemented.
• Proactively identify risks (capacity, resource, compliance) before they impact service delivery.

4. Resource & Vendor Coordination

• Coordinate resource allocation with internal teams and global partner networks.
• Manage subcontractors/vendors for service delivery, ensuring compliance and SLA performance.
• Balance resource load between steady-state delivery and project activities.

5. Reporting & Financial Alignment

• Provide structured reporting: weekly/monthly dashboards, SLA trends, cost vs budget, margin tracking.
• Support commercial teams in identifying service improvement opportunities tied to renewals or expansions.
• Monitor service profitability — utilization, field travel, penalties, and cost leakage.

6. Continuous Service Improvement (CSI)

• Drive ongoing improvement initiatives — automation, process refinement, knowledge management.
• Benchmark against industry best practices (ITIL, ISO, client requirements).
• Promote a culture of proactive service delivery and operational excellence.

Mandatory Requirements:

• 8–10 years of experience in IT service delivery governance, with 5+ years in SLA-driven environments.
• Proven record of managing enterprise client accounts across multiple regions.
• Strong knowledge of ITIL processes (incident, problem, change, request).
• Demonstrated capability in escalation management and RCA/SIP.
• Excellent communication and client-facing presentation skills.
• Ability to coordinate cross-functional and multi-vendor teams

Preferred Requirements:

• ITIL Intermediate/Expert certification.
• Experience with enterprise ITSM platforms (ServiceNow, Remedy, Jira Service Management).
• Familiarity with dispatch/field engineering models and global subcontractor networks.
• Financial acumen — understanding of cost, margin, and commercial levers.
• Prior experience with global IT services/consulting companies.

Job Type: Full-time

Work Location: In person