Service Delivery Manager

We are seeking a highly motivated and experienced Service Delivery Manager (SDM) to join our dynamic Managed Services team. As an SDM, you will play a pivotal role in ensuring the successful delivery of IT support services to our clients. You will be responsible for leading and managing a team of support professionals, overseeing service level agreements (SLAs), and driving continuous improvement within the service delivery process.ResponsibilitiesLead and manage a team of support professionals, providing coaching, mentoring, and performance management.Oversee the day-to-day operations of the service desk, ensuring efficient incident and request resolution.Develop, implement, and maintain service delivery processes in accordance with ITIL best practices.Manage service level agreements (SLAs) with clients, proactively identifying and mitigating risks.Monitor and report on key service delivery metrics (KPIs) such as resolution times, first call resolution rates, and customer satisfaction.Identify opportunities for process improvement and implement initiatives to enhance service delivery efficiency.Escalate critical issues and manage relationships with other teams (development, infrastructure) to ensure timely resolution.Collaborate with sales and account management teams to understand client needs and ensure service delivery alignment.Develop and maintain documentation related to services, processes, and procedures.Contribute to the development and implementation of new service offerings.

Qualifications

Bachelors degree in Computer Science, Information Technology, or a related field (preferred).Minimum 7+ years of experience in IT service delivery or a related field.Proven experience in leading and managing a team of technical support professionals.Strong understanding of ITIL principles and best practices (ITIL v4 Foundation certification a plus).Experience with service level agreements (SLAs) and service management tools.Excellent problem-solving and analytical skills.Strong communication, interpersonal, and negotiation skills.Ability to work independently and as part of a team in a fast-paced environment.Excellent organizational and time management skills.Experience with ticketing systems and IT service management tools (e.g., ServiceNow) a plus.Technical Tools (Basic understanding and knowledge is sufficient)Monitoring Tools (choose any one)IT Resource Management (ITRM) tools (e.g., ServiceNow Discovery)Application Performance Management (APM) tools (e.g., Dynatrace, AppDynamics)Security Information and Event Management (SIEM) tools (e.g., Splunk, Sumo Logic)Ticketing Tools (choose any one)Service Management tools (e.g., ServiceNow)Project Management tools (e.g., Jira)RPA Tools (Optional)Robotic Process Automation (RPA) tools (e.g., UiPath, Blue Prism)Configuration Management Tools (Optional)CMDB (Configuration Management Database) tools (e.g., ServiceNow CMDB, BMC Helix CMDB) Communication & Collaboration Tools (OptionalSlack, Microsoft TeamsVersion Control Systems (Optional)Git, SubversionCloud Management Tools (Optional)AWS Management Console, Azure Portal, Google Cloud ConsoleSecurity Tools (Optional)Security Information and Event Management (SIEM) tools (e.g., Splunk, Sumo Logic)