Service Delivery Manager

Responsibilities

• Oversee the end-to-end delivery of services to clients, ensuring timely execution and adherence to agreed-upon SLAs (Service Level Agreements) in an ITIL based delivery environment.
• Act as the primary point of contact for clients regarding service delivery performance, escalations, and issue resolution.
• Collaborate with cross-functional teams (operations, technical teams, and customer success) to optimize service processes and workflows.
• Develop and maintain a strong understanding of client needs to ensure service delivery aligns with business goals.
• Monitor and report on service performance metrics, analyzing trends to identify areas for improvement.
• Implement and improve service delivery frameworks using ITIL best practices, ensuring consistent, scalable processes.
• Proactively identify risks and implement strategies to mitigate service disruptions and ensure operational stability.
• Lead incident management, problem resolution, and root cause analysis to prevent recurring issues.
• Foster a culture of continuous improvement by implementing process enhancements and driving service innovation.
• Manage resource allocation and team performance to deliver efficient, high-quality results.
• Conduct regular client reviews and service performance reporting, ensuring transparency and stakeholder alignment.
• Drive client satisfaction through effective communication, collaboration, and issue resolution.
• Support strategic initiatives, including service transitions, upgrades, and delivery of new services.

Requirements and skills:

• Bachelors degree in Computer Science, IT, Business Administration, or a related field.
• 5+ years of experience in service delivery, client relationship management, or IT operations.
• Proven track record of delivering services in line with SLAs and KPIs.
• Strong understanding of ITIL processes and IT Service Management (ITSM) frameworks.
• Excellent leadership and team management abilities, with experience overseeing cross-functional teams.
• Strong problem-solving and incident management skills, with the ability to perform root cause analysis.
• Proficiency with service management tools such as ServiceNow, Jira Service Management, or similar.
• Strong technical skills in troubleshooting data warehousing and data analytics solutions.
• Proven background in data engineering and data analytics projects with experience in delivering ELT solutions, reports and dashboards
• Ability to identify and solve medium to low complexity problems
• Excellent communication, negotiation, and stakeholder management skills.
• Demonstrated ability to improve processes and ensure service excellence.

Preferred Qualifications

• ITIL v3/v4 certification or similar ITSM qualifications.
• Experience managing cloud-based or data-driven services (e.g., AWS, Azure, or Snowflake).
• Certfications in technical and data engineering/analytics disciplines
• Familiarity with DevOps practices and tools for service delivery optimization.
• Experience managing geographically distributed teams and working with global clients.
• Prior experience in driving service transitions and process automation initiatives.

What you can expect from us

We appreciate that individual growth is important as well and we support you on every aspect of personal development.

• Training in Databricks.
• Training and certification in Thoughtspot.
• Support on certifications.
• Hands-on AWS, Azure, and GCP.
• Support you on any cloud certification.
• Build leadership skills.