Service Delivery Manager - Managed Services
Service Delivery Manager - Managed Services
Posted on :
10-07-2025
Employer Active
1 Vacancy
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Job Description
Key Responsibilities:
Service Delivery Management
- Own end-to-end service delivery for assigned accounts ensuring adherence to SLAs KPIs and quality standards.
- Lead incident problem and change management processes ensuring service stability and customer satisfaction.
- Conduct regular service reviews prepare performance reports and handle customer escalations with a solution-oriented approach.
Team & People Management
- Manage and mentor a cross-functional team of 5080 engineers and team leads across service desk infrastructure end-user support network and cloud.
- Drive team performance through clear objectives regular feedback and career development plans.
- Foster a high-performance culture with a focus on accountability ownership and continuous improvement.
- Manage team rosters shift rotations and ensure 24x7 support coverage as needed.
- Conduct regular team meetings performance appraisals and coaching sessions to build a motivated and customer-focused team.
Governance & Continuous Improvement
- Implement best practices aligned with ITIL standards to improve service maturity.
- Identify process gaps and drive automation and efficiency initiatives.
- Collaborate with internal stakeholders (Projects Presales HR Finance) for resource planning transitions and service expansions.
Client Engagement & Reporting
- Serve as the primary delivery interface for customers.
- Maintain strong relationships with key stakeholders and drive proactive communication and transparency.
- Present monthly and quarterly service performance metrics and action plans.
Key Skills and Experience:
- 15 yearsof experience in IT service delivery with at least4 years in a leadership rolemanaging large technical teams.
- Strong background inteam leadership conflict resolution and performance management.
- Proven experience managing enterprise clients in aManaged Services or IT Outsourcing environment.
- Expertise in ITIL processes (certification preferred) with a strong understanding of SLA-driven delivery.
- Experience in leadingoffshore delivery teamsand multi-location support models.
- Excellent communication stakeholder management and analytical skills.
Qualifications:
- Bachelors degree in Computer Science Information Technology or a related field (Masters preferred).
- ITIL v3/v4 Foundation is required (Intermediate/Expert or PMP is a plus).
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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