The Service Delivery Manager (SDM) is responsible for overseeing the end-to-end delivery and management of digital workplace services, ensuring SLAs, XLAs, customer satisfaction, and operational efficiency. This role involves working closely with cross-functional teams, including Service Desk, Deskside Support, IT Service Management, IT Innovation & Governance to drive high standards in service delivery and continuous improvement.
You Will:
- Service Delivery Management - Manage the delivery of digital workplace services across client's end user environments, ensuring alignment with SLAs, XLAs and customer expectations. Oversee the daily operations of environments, including asset management, incident management, change control, and problem resolution.
- Act as the primary point of contact for clients, addressing their needs, concerns, and requests promptly and professionally.
- Proactively identify issues and work with the respective teams to resolve incidents and perform root cause analysis. Collaborate with IT Innovation and Governance team to drive adoption towards AI-assisted service delivery model for cost efficiency.
- Stakeholder and Client Engagement- Conduct regular service reviews with clients, providing insights on operational health, upcoming changes, and performance metrics. Build and maintain strong relationships with client stakeholders, acting as an advisor and advocating for client needs internally. Coordinate with internal teams to ensure service adjustments meet evolving client requirements.
- Resource and Capacity Management - Oversee resource allocation and capacity planning to ensure optimal service delivery and performance. Ensure resource adjustments are made in response to forecasted demand and workload trends.
- Governance, Compliance, and Security - Ensure that cloud services comply with external stakeholders policies, standards, and external regulatory requirements.
- Reporting and Documentation - Provide detailed service delivery reports, tracking SLAs, XLAs, KPIs, and incident metrics. Maintain documentation related to operational procedures, knowledge management and incident records.
You Bring:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience: At least 7 years in service delivery management in digital workplace services.
- ITIL v4 Foundation
Technical Expertise:
- Strong understanding of IT Service Management tools such as ServiceNow, digital employee experience tools such as Tanium DEX, 1E Taychon, Nexthink, endpoint management MS InTune,
- including monitoring tools like CloudWatch, Azure Monitor, or equivalent. Familiarity with DevOps practices, incident management, and ITIL processes.
- Experience in cost management and budget tracking.
- Knowledge of agentic AI, digital employee experience automation tools and frameworks to enhance service efficiency.
Soft Skills: Excellent communication, analytical, leadership, and client relationship management skills.
