Role Overview
The Service Delivery Manager is responsible for ensuring the high-quality delivery of IT services to clients and internal stakeholders. This role focuses on service performance, client satisfaction, continuous improvement, and adherence to Service Level Agreements (SLAs).
Key Responsibilities
Service Delivery & Operations
Oversee end-to-end service delivery to ensure quality and consistency
Monitor and manage service performance against SLAs, KPIs, and OLAs
Ensure timely resolution of incidents, service requests, and escalations
Coordinate with technical teams to resolve complex issues
Stakeholder Management
Act as the primary point of contact for clients and customers
Build and maintain strong stakeholder relationships
Conduct regular service review meetings
Manage expectations and ensure customer satisfaction
Incident & Problem Management
Lead major incident management and communications
Drive root cause analysis (RCA) and implement preventive actions
Reduce recurring issues through continuous improvement initiatives
Team & Vendor Management
Manage and guide internal and external service delivery teams
Collaborate with vendors and partners to meet service standards
Support capacity planning and team performance management
Process Improvement & Governance
Drive ITIL best practices across Incident, Problem, Change, and Service Request Management
Identify opportunities for service improvement and cost optimization
Ensure compliance with organizational policies and standards
Reporting & Metrics
Prepare service reports, dashboards, and performance metrics
Analyze trends and recommend corrective and preventive actions
Track customer satisfaction (CSAT) and overall service quality
Skills & Experience
Strong understanding of the ITIL framework
Excellent communication and stakeholder management skills
Proven problem-solving and analytical abilities
Experience with service management tools (e.g., ServiceNow, Remedy, Jira)
Ability to manage multiple priorities and escalations
Leadership and people management capabilities
Qualifications & Experience
Bachelor’s degree in IT, Computer Science, Business, or a related field
ITIL certification (preferred or required)
PMP or PRINCE2 certification (optional but advantageous)
7–12 years of experience in IT service delivery or operations
Strong background in client-facing service management roles
Key Performance Indicators
SLA compliance
Customer satisfaction (CSAT/NPS)
Incident resolution time
Service availability and uptime
Reduction in repeat incidents
