IT Service Delivery Manager

IT Service Delivery Manager

Multi-Technology Service Oversight and Customer Engagement

Position Overview

The IT Service Delivery Manager is responsible for ensuring the consistent and high-

quality delivery of a broad range of IT services to customers, including infrastructure,

applications such as SAP, cloud environments, network solutions, and managed

security services. This role oversees daily operations, maintains compliance with

service level agreements (SLAs), and builds strong customer relationships by

pinpointing service challenges and initiating continuous improvement efforts. Key duties

include leading regular service reviews, coordinating cross-functional teams, and

developing strategic improvement plans and projects within a 6 to 18-month timeframe.

Key Responsibilities

. Supervise the delivery and performance of various technology services, including

IT infrastructure, SAP and other business applications, cloud platforms,

networking solutions, and managed security services.

. Ensure that all customer-facing services consistently fulfill or surpass contractual

SLAs.

. Manage daily operational processes such as incident, problem, and change

management to ensure seamless service delivery.

. Conduct weekly and monthly service reviews with customers, including the

presentation of SLA dashboards, ticket resolution statistics, response times, and

root cause analysis (RCA) reports.

. Engage directly with customers to understand operational challenges and areas

of concern, document feedback, and identify actionable improvements.

. Develop, propose, and oversee improvement plans and strategic projects that

align with both customer needs and organizational objectives, with a focus on

initiatives to be implemented within a 6- to 18-month period.

. Collaborate with both internal teams and external vendors to resolve service

issues and maintain continuous service availability.

. Maintain thorough documentation of service performance, review outcomes, and

ongoing improvement initiatives.

Required Skills and Qualifications

. Bachelor's degree in Information Technology, Computer Science, or a related

discipline advanced certifications such as ITIL or PMP are preferred.

At least five years of experience in IT service delivery management, overseeing

diverse technology environments.

. Comprehensive understanding of IT infrastructure, enterprise applications

(including SAP), cloud technologies, networking, and managed security services.

. Demonstrated success in managing SLA-driven environments and achieving

operational excellence.

. Strong analytical abilities to interpret SLA dashboards and performance metrics.

. Excellent communication and presentation skills suitable for both technical and

non-technical audiences.

. Proven leadership and team coordination capabilities.

. Customer-focused approach with a proactive attitude toward solving problems

and driving continuous improvements.

. Experience in project planning and execution, especially in environments

involving multiple stakeholders.

Performance Metrics

. Achievement rates of SLAs across all managed services.

. Ticket resolution and response times that meet established targets.

. Timely and accurate completion of root cause analyses (RCAs).

. Effective identification and implementation of improvement plans and strategic

projects.

. Customer satisfaction ratings and feedback collected during service reviews.

Opportunities for Growth

. Lead and execute upsellable improvement initiatives and strategic projects.

. Drive transformation across technology portfolios and expand the range of

service offerings.

. Develop expertise in emerging IT solutions and industry best practices.

. Advance into senior leadership positions within service management or

technology operations.