Service Delivery Manager

Key Responsibilities

• Oversee end-to-end delivery of IT infrastructure, systems integration, and managed services to ensure service quality and client satisfaction.
• Ensure all services are delivered in accordance with agreed SLAs, KPIs, and contractual commitments.
• Monitor service performance, identify gaps, and implement continuous improvement initiatives.
• Serve as the primary point of contact for clients on service delivery matters.
• Build and maintain strong client relationships, ensuring alignment with business objectives.
• Conduct regular service review meetings and provide performance reports to stakeholders.
• Collaborate with project engineers, field support engineers and vendors to ensure smooth onboarding and deployment.
• Manage change requests, incident escalations, and problem resolution effectively
• Lead and manage service delivery teams, including engineers and support staff.
• Allocate resources effectively and ensure team productivity and performance.
• Provide coaching, mentoring, and performance evaluations.
• Oversee incident and problem management processes to ensure timely resolution
• Manage third-party vendors and service providers to ensure service quality and compliance.
• Negotiate and monitor vendor SLAs and performance.
• Support contract management, renewals, and identification of upsell/cross-sell opportunities.
• Maintain proper documentation, reporting, and audit readiness.