Service Delivery Manager
Service Delivery Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Overview:
We are seeking a results-driven Service Delivery Manager with 5-9 years of experience to oversee and optimize service delivery across our client portfolio. You will ensure high-quality service performance build strong relationships with stakeholders manage escalations and drive continuous improvement in service management processes.
Key Responsibilities:
-
Service Management & Delivery:
-
Ensure high levels of customer satisfaction through effective service delivery and management.
-
Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs.
-
Monitor performance metrics and prepare service reports for clients and internal leadership.
-
-
Stakeholder Engagement:
-
Act as the main point of contact for client service-related issues and escalations.
-
Build and maintain strong relationships with customers and internal delivery teams.
-
-
Team Leadership & Coordination:
-
Coordinate cross-functional teams to ensure timely resolution of service issues.
-
Provide mentoring and direction to junior delivery staff or support teams.
-
-
Process Improvement:
-
Identify gaps and inefficiencies in service delivery processes; implement improvements.
-
Participate in audits and support compliance with relevant standards (e.g. ITIL ISO).
-
-
Project Support:
-
Support the delivery of new services transitions and transformation initiatives.
-
Collaborate with project managers to align service capabilities with project deliverables.
-
Required Skills & Qualifications:
-
Bachelors degree in Information Technology Business Administration or related field.
-
5-9 years of experience in a service delivery or client management role.
-
Proven experience managing service performance in complex multi-client environments.
-
Strong knowledge of ITIL practices (certification preferred).
-
Excellent problem-solving communication and stakeholder management skills.
-
Strong organizational and multitasking abilities.
Preferred Qualifications:
-
Experience in cloud-based or digital service environments.
-
Experience managing third-party vendors or offshore delivery teams.
-
PMP or similar project management certification is a plus.
-
Familiarity with service tools such as ServiceNow Jira or equivalent.
Key Competencies:
-
Customer-centric mindset
-
Analytical thinking
-
Leadership and team collaboration
-
Conflict resolution
-
Time and priority management
Employment Type
Full Time
