Service Delivery Manager

Responsibilities

. Own end-to-end service delivery performance for assigned customer account(s), covering services delivered under the contract by the Group and/or its delivery partners.

. Act as the primary service delivery SPOC and lead regular customer governance, service reviews and operational engagements.

. Ensure SLA/OLA and contractual service commitments are met, with clear tracking of performance, risks, issues, actions and customer experience.

. Lead major incident and escalation management from a service management perspective, ensuring timely communication, restoration, RCA/corrective actions and closure.

. Coordinate account, technical, operations, vendor and partner teams to deliver agreed customer outcomes.

. Provide operational leadership and governance across service and technical delivery teams for day-to-day operations.

. Monitor incidents, problems, changes, capacity, availability and operational risks, and ensure timely corrective actions are driven to closure.

. Ensure appropriate SOPs, operational controls, documentation, service reporting and governance cadence are maintained.

. Drive problem management for recurring issues and ensure changes are appropriately planned, approved, executed, validated and communicated.

. Manage third-party partners and align their service performance, competency and deliverables with company's contractual obligations.

. Manage delivery costs and financial performance for the service account(s) under the SDM's purview.

. Monitor resource utilisation, cost recovery and delivery efficiency, and highlight financial risks or gaps in a timely manner.

. Work with Account and Commercial teams on contract scope, service variations, renewals and out-of-scope requirements.

. Ensure additional customer requests are properly assessed for scope, effort, cost and approval before delivery commitments are made.

. Lead assigned delivery resources through direct and/or matrix management, including internal teams, partners and contractors.

. Set clear responsibilities, performance expectations and delivery KPIs, and provide regular coaching and performance feedback.

. Conduct regular team engagement and one-to-one sessions as appropriate to the management model.

. Identify capability and resource gaps and drive appropriate training, succession, retention and resource planning.

. Promote collaboration, accountability and continuous improvement across the delivery team.

. Proactively identify and manage delivery risks, service gaps and improvement opportunities, with clear owners and target dates.

. Drive Continuous Service Improvement initiatives within the approved scope and governance framework.

. Support account renewal and growth by maintaining customer confidence and identifying relevant service improvement or value-add opportunities.

. Ensure proposed improvements or new commitments remain operationally sustainable and aligned with contractual and commercial controls.

Requirements

. Degree in IT, Engineering, Business or a related discipline, or equivalent relevant experience.

. Minimum 6 years of relevant experience in service delivery, operations or managed services, including at least 2 years in an enterprise-scale IT environment. Experience supporting at least one technical domain and managing customer-facing service delivery is required.

. ITIL Foundation knowledge/certification or equivalent service management knowledge.

. Working knowledge of at least one enterprise technology domain (Network, Systems, Database, Storage, Hosting, Cloud or Workplace Services)

. Experience in Incident, Problem and Change Management, SLA/KPI management, service reporting and customer governance

. Strong customer and stakeholder management, communication and presentation skills, with demonstrated people and matrix leadership capabilities.

. Strong problem-solving, decision-making and escalation management skills, supported by good financial and commercial acumen.

. Working knowledge of managed services contracts, SOWs, SLA/OLA frameworks, vendor management and service management tools/processes.

Licence no: 12C6060