OverviewAbout the Role
We’re looking for aService Delivery Managerto lead end-to-end delivery across multiple IT support towers. You’ll be responsible for service performance, client relationships, and P&L, ensuring SLAs are met while driving customer satisfaction and operational excellence.
Responsibilities
- Lead service delivery across onshore and offshore teams
- Ensure SLAs/KPIs are met and continuously improved
- Act as escalation point for major incidents and client issues
- Manage change, problem, and incident processes
- Build strong client relationships and lead service reviews
- Own financial performance, including forecasting, revenue, and billing
- Drive collaboration across teams and ensure standard processes are followed
Qualifications
- 5 67+ years in IT service delivery or managed services
- Strong understanding of IT infrastructure and service management (ITIL preferred)
- Proven client-facing experience and stakeholder management skills
- Commercial awareness, including P&L responsibility
- Experience with ITSM/CRM tools (e.g., ServiceNow, Jira)
- Strong communication and problem-solving abilities
