Manager - Service Delivery - IT

About the Role:

- We are seeking an experienced Service Delivery Manager (SDM) to oversee the delivery of IT and business services to clients while ensuring service excellence, operational efficiency, and customer satisfaction.

- The SDM will act as the primary point of contact for clients, manage delivery teams, and ensure adherence to SLAs, processes, and governance frameworks.

Key Responsibilities:

- Own end-to-end service delivery for assigned clients/projects, ensuring compliance with SLAs, KPIs, and contractual obligations.

- Build and maintain strong client relationships, acting as a trusted advisor and escalation point.

- Manage delivery teams across operations, support, and projects, ensuring alignment with client objectives.

- Drive service performance reviews, governance meetings, and reporting with stakeholders and senior management.

- Identify, track, and resolve delivery risks, issues, and escalations in a timely manner.

- Ensure delivery processes adhere to ITIL/ISO best practices and continuously improve service efficiency.

- Collaborate with cross-functional teams (technical, operations, project management) to ensure seamless delivery.

- Drive cost optimization, productivity improvements, and innovation initiatives within service operations.

- Mentor and guide teams to build a high-performance delivery culture.

Required Skills & Qualifications:

- 8-15 years of experience in service delivery, IT operations,

- Proven experience as a Service Delivery Manager or similar role in IT/Managed Services/Telecom/Consulting domains.

- Strong understanding of ITIL processes (Incident, Problem, Change, Service Request, SLA management).

- Excellent stakeholder management, customer engagement, and communication skills.

- Strong leadership abilities with experience in managing cross-functional teams.

- Analytical and problem-solving mindset with ability to manage high-pressure situations.

- Proficiency in service delivery tools (ServiceNow, Jira, BMC Remedy, or equivalent).

Preferred Qualifications:

- ITIL v3 / v4 Foundation or higher certifications.

- PMP / PRINCE2 certification is a plus.

- Experience managing large enterprise clients and global delivery teams.

- Exposure to cloud, ERP, or digital transformation programs