Delivery Manager
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Job Summary
Job Description: Delivery Manager
Role Overview
The Delivery Manager will lead client delivery engagements across Managed Services Digital Workplace ITSM Security Services Cloud and Service Desk operations. This role requires strong leadership operational excellence and client management skills to ensure seamless delivery of IT services aligned with industry best practices.
Key Responsibilities
- Service Delivery Management
- Oversee end-to-end delivery of Managed Services Digital Workplace ITSM Security Services and Service Desk.
- Ensure adherence to ITIL processes and industry best practices.
- Drive operational excellence through problem-solving design thinking and continuous improvement.
- Technical Expertise
- Strong working knowledge of Microsoft Azure Microsoft 365 and Windows platforms.
- Ability to guide teams in troubleshooting configuration and optimization of cloud and workplace technologies.
- Ensure secure compliant and scalable solutions across client environments.
- Team Leadership
- Manage and mentor cross-functional teams supporting client environments.
- Foster a culture of accountability collaboration and innovation.
- Align team performance with client SLAs and organizational KPIs.
- Client & Stakeholder Engagement
- Act as the primary point of contact for clients ensuring satisfaction and trust.
- Present status reports dashboards and executive reviews to leadership and clients.
- Manage escalations and priority incidents including off-business hours support.
- Operational Excellence
- Implement governance frameworks for service delivery.
- Monitor performance metrics and drive corrective actions.
- Ensure compliance with security and audit requirements.
Required Skills & Experience
- Experience: 1015 years in IT service delivery with exposure to Managed Services ITSM Security Cloud and Service Desk.
- Certifications: ITIL Foundation/Intermediate (mandatory) additional certifications in Cloud (Azure) Security (CISSP/CISM) preferred.
- Core Skills:
- Strong knowledge of ITIL processes and service management.
- Expertise in Microsoft Azure Microsoft 365 and Windows.
- Problem-solving design thinking and stakeholder management.
- Excellent communication and presentation skills.
- Hands-on experience in reporting and executive-level reviews.
- Flexibility to work in shifts aligned with client time zones and manage off-hour escalations
Required Experience:
Manager
