Service Delivery Manager

Key Responsibilities:

Service Delivery & Operations Management:

- Oversee the end-to-end delivery of IT services, ensuring they meet client expectations and

SLAs.

- Monitor and manage service performance, addressing issues proactively.

- Ensure adherence to ITIL best practices, service-level agreements (SLAs), and operational

guidelines.

- Develop and maintain strong relationships with stakeholders, including clients, technical

teams, and senior management.

- Track, analyze, and report service performance metrics and recommend improvements.

- Ensure timely resolution of incidents, service requests, and escalations.

Client & Stakeholder Management:

- Act as the primary point of contact for clients regarding service delivery and performance.

- Conduct regular service review meetings with clients, addressing concerns and identifying

areas for improvement.

- Ensure a high level of customer satisfaction through proactive communication and issue

resolution.

- Work closely with sales and account management teams to identify opportunities for service

expansion and value addition.

Team Leadership & Coordination:

- Coordinate with development, QA, and support teams to ensure smooth project execution.

- Mentor and guide team members to enhance performance and skill development.

- Establish a culture of continuous improvement and excellence within the team.

Process Improvement & Compliance:

- Continuously assess and improve service delivery processes to enhance efficiency and

effectiveness.

- Implement IT service management frameworks such as ITIL, Agile, and DevOps practices.

- Ensure compliance with security policies, regulatory requirements, and data protection

standards.

- Drive automation and innovation initiatives to enhance service delivery.