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We are seeking an experienced Service Delivery Manager (SDM)to oversee end-to-end managed services delivery across multiple client environments. This role is responsible for ensuring service excellence, SLA performance, customer satisfaction, and operational governance.
Key Responsibilities
Service Delivery & Operations
. Manage end-to-end service delivery across multiple customer accounts
. Act as the primary operational point of contact for clients
. Ensure SLA/KPI achievement and contractual compliance
. Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC
. Coordinate cross-functional teams, vendors, and stakeholders
. Manage escalations, risks, and service priorities
Customer & Governance Management
. Build strong relationships with customer stakeholders
. Lead governance meetings, service reviews, and QBRs
. Present service performance, risks, and improvement initiatives
. Drive customer satisfaction and handle escalations
Operational Governance
. Monitor SLA performance, KPIs, ticket trends, and service quality
. Ensure adherence to ITIL processes (Incident, Problem, Change Management)
. Maintain operational documentation (SOPs, runbooks, reports)
. Manage vendor performance and contractual obligations
Service Transition & Continuous Improvement
. Support onboarding and transition to BAU operations
. Identify operational risks and gaps during transition
. Drive service improvement, automation, and optimization initiatives
Collaboration
. Partner with Sales/Account teams on customer retention and growth
. Work with technical teams and vendors to ensure seamless service delivery
Requirements
. Degree/Diploma in IT, Computer Science, Engineering, or related field
. Minimum 5 years of experience in IT Service Delivery within a Managed Services environment
. Proven experience managing multiple customer accounts
. Experience leading cross-functional technical teams and vendors
. Strong knowledge of ITIL processes and service management practices
. Excellent stakeholder management, communication, and presentation skills
Job ID: 148478667
Skills:
Cloud, Euc, Network Security, Reports, Itil Processes, Operational documentation, Sops, Service Desk, Runbooks, Infrastructure
Skills:
O365, Application Deployment, Infrastructure operations, Project Management, Sharepoint, IT Service management processes
Skills:
metrics reporting , business impact analysis , Operational Excellence, provide procedures, customer support strategies, Customer Satisfaction, Governance, Operational Efficiency, Service Desk, Customer Escalation Management, Analyse-it, Collaborative Problem Solving
Skills:
Enterprise Applications, Servers, Application Support, Incident Management, Problem Management, Virtualization, Service Delivery Operations Management, Biometric Systems, Service Governance, ITIL Knowledge or Certification, Infrastructure Networking, Customer Handling, Border Control Systems, Cloud-native Platforms, Technical Support, SLA KPI Management, Multi-vendor Environments, Security Systems
Skills:
User Support, virtualization, Application Support, Enterprise Applications, Networking, Problem Management, Servers, Incident Management, Log Analysis, border control systems, Infrastructure, Customer Handling, technical support, issue investigation, Troubleshooting, cloud-native platforms, Security Systems, service delivery operations management, biometric systems
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