Job Description

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