Service Delivery Manager
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Job Location:
Monthly Salary:
Posted on:
14 hours ago
Vacancies:
1 Vacancy
Job Summary
The Service Delivery Manager ensures the seamless delivery of IT services to clients while maintaining high standards of quality efficiency and customer satisfaction. This role acts as a bridge between clients internal teams and senior management overseeing service operations project delivery and client relationships. The ideal candidate is proactive customer-focused and capable of leading teams and projects in a fast-paced contracting IT environment. The role may require travel to client sites or project locations as needed and flexibility to manage urgent escalations outside standard working hours.
Key Responsibilities
Service Delivery & Operations
- Oversee day-to-day delivery of IT services to clients ensuring compliance with service level agreements (SLAs) and contractual obligations.
- Monitor service performance including incident resolution service requests and operational metrics to maintain high-quality standards.
- Implement and maintain IT service management (ITSM) processes and best practices to optimize efficiency and effectiveness.
- Manage service delivery teams including allocation of resources task prioritization and workflow coordination.
- Ensure all service documentation reports and records are accurate and up to date.
Client Relationship Management
- Serve as the primary point of contact for clients regarding service delivery escalations and performance reporting
- Maintain strong proactive relationships with client stakeholders to ensure expectations are met or exceeded
- Conduct regular client meetings review performance and address any concerns or service gaps promptly
- Provide guidance and strategic recommendations to clients on IT service improvements or optimizations
Project & Resource Management
- Collaborate with project managers technical teams and operations to ensure timely and successful service delivery
- Manage staffing schedules and resource allocation to meet client requirements and deadlines
Continuous Improvement & Reporting
- Monitor KPIs SLAs and service metrics to identify trends and areas for improvement
- Drive process improvements to enhance service quality operational efficiency and customer satisfaction
Qualifications & Experience
- Bachelor’s degree in IT Computer Science Business Administration or related field
- 10 years in service delivery client management or IT operations in a contracting environment.
- ITIL and PMP Certification Preferred.
- Proven experience managing teams client accounts and service delivery processes
- Strong communication presentation and interpersonal skills
- Excellent problem-solving analytical and decision-making abilities
Interested candidates send your CV to
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
