Service Delivery Manager

Service Delivery & Operations

• Oversee end-to-end service delivery to ensure quality and consistency
• Monitor and manage service performance against SLAs, KPIs, and OLAs
• Ensure timely resolution of incidents, service requests, and escalations
• Coordinate with technical teams to resolve complex issues

Stakeholder Management

• Act as the primary point of contact for clients/customers
• Build and maintain strong client relationships
• Conduct regular service review meetings with stakeholders
• Manage expectations and ensure customer satisfaction

Incident & Problem Management

• Ensure major incident handling and communication
• Lead root cause analysis (RCA) and implement preventive measures
• Drive continuous improvement to reduce recurring issues

Team & Vendor Management

• Manage and guide service delivery teams (internal/external)
• Collaborate with vendors/partners to ensure service standards
• Support resource planning and team performance management

Process Improvement & Governance

• Drive ITIL best practices (Incident, Problem, Change, Service Request)
• Identify areas for service improvement and cost optimization
• Ensure compliance with organizational policies and standards

Reporting & Metrics

• Prepare service reports, dashboards, and performance metrics
• Analyze trends and recommend improvements
• Track customer satisfaction (CSAT) and service quality