We are looking for an experienced Service Delivery Manager to oversee end-to-end service delivery operations, ensuring high-quality service standards, SLA/KPI compliance, and superior customer satisfaction. The role requires strong leadership, operational excellence, and the ability to collaborate with cross-functional teams to drive continuous improvement.

Key Responsibilities :

– Manage end-to-end service delivery across accounts, ensuring adherence to agreed SLAs and KPIs

– Lead IT service operations, including incident, problem, and change management processes

– Drive customer satisfaction through proactive communication, governance, and service improvements

– Coordinate with cross-functional teams (engineering, support, product, and business teams) for seamless service execution

– Monitor service performance metrics and implement continuous improvement initiatives

– Identify risks, bottlenecks, and areas of optimization within service delivery processes

– Conduct regular service reviews and stakeholder meetings

– Ensure compliance with organizational policies, quality standards, and best practices

Required Skills & Competencies :

– Strong experience in Service Delivery Management / IT Operations Management

– In-depth knowledge of ITIL frameworks (Incident, Problem, Change Management)

– Proven ability to manage large-scale service operations and client engagements

– Excellent stakeholder management and communication skills

– Strong analytical and problem-solving abilities

– Experience in SLA/KPI management and reporting

– Ability to drive process improvements and operational efficiency

Preferred Qualifications :

– ITIL Certification (preferred)

– Experience in managing global or enterprise clients

– Exposure to automation and service optimization tools

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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