Job Description

Job Summary

The Service Delivery Manager (SDM) is responsible for end-to-end service delivery of IT Infrastructure services, ensuring operational excellence, SLA compliance, customer satisfaction, governance, and continuous service improvement. The role involves managing cross-functional infrastructure teams supporting technologies such as Service Desk, End User Computing, Network, Server, Cloud, Collaboration, Security, and Data Center operations.

The SDM acts as the primary interface between the customer, operations teams, and leadership, driving service stability, transformation initiatives, and business value realization.

Key Responsibilities

Service Delivery Management

• Own end-to-end delivery of infrastructure managed services.
• Ensure adherence to agreed SLAs, KPIs, OLAs, and contractual commitments.
• Monitor service performance and drive improvements to achieve delivery excellence.
• Manage service reviews, governance meetings, and customer engagements.
• Ensure timely resolution of incidents, service requests, problems, and escalations.

Customer & Stakeholder Management

• Serve as the primary customer-facing delivery lead.
• Build and maintain strong relationships with customer stakeholders.
• Present operational reports, service performance dashboards, and improvement plans.
• Manage customer escalations and ensure satisfactory resolution.

Operational Governance

• Drive Incident, Problem, Change, Capacity, Availability, and Service Level Management processes.
• Conduct service reviews and operational governance meetings.
• Ensure compliance with ITIL best practices and organizational policies.
• Identify risks and implement mitigation plans.

Team & Resource Management

• Lead geographically distributed infrastructure support teams.
• Manage workforce planning, utilization, and skill development.
• Conduct performance reviews, mentoring, and coaching.
• Drive employee engagement and retention initiatives.

Financial & Commercial Management

• Manage account profitability and cost optimization initiatives.
• Track revenue, margin, billing, and effort utilization.
• Support forecasting, budgeting, and business planning activities.
• Identify opportunities for service expansion and value creation.

Continuous Service Improvement

• Drive automation, standardization, and process optimization initiatives.
• Identify opportunities for operational efficiency and cost savings.
• Implement transformation initiatives aligned with customer objectives.
• Promote innovation and digital workplace modernization programs.

Compliance & Risk Management

• Ensure adherence to security, audit, and compliance requirements.
• Manage business continuity and disaster recovery readiness.
• Track and mitigate operational and delivery risks.

Technical Exposure

Good understanding of one or more of the following infrastructure domains:

• Service Desk & End User Services
• Windows & Linux Server Administration
• Azure, AWS, or GCP Cloud Services
• Network & Security Operations
• Active Directory, Office 365, Exchange
• Collaboration Platforms (Teams, SharePoint)
• Virtualization Technologies (VMware, Hyper-V)
• Storage & Backup Technologies
• Monitoring & ITSM Tools

Skill Requirements

ITIL Foundation/Intermediate CertificationStrong customer relationship managementInfrastructure operations managementService governance and SLA managementPeople management and leadershipFinancial and commercial acumenRisk and escalation managementExcellent communication and presentation skills

Other Requirements

ITIL V4 Foundation/Managing ProfessionalPMP / PRINCE2Azure Administrator / Azure Solutions ArchitectAWS Certified ProfessionalServiceNow Certifications

SLA AchievementCustomer Satisfaction (CSAT)Service AvailabilityIncident ReductionEscalation ManagementTeam UtilizationAutomation Benefits DeliveredRevenue & Margin ComplianceAudit & Compliance Adherence