Service Delivery Manager

POSITION PURPOSE

The Service Delivery Manager (SDM) is accountable for ensuring the consistent and high-quality delivery of IT services and support across IDP's production environments, working in close collaboration with the Service Desk, infrastructure, application support teams, CRM teams, and third-party vendors. The SDM is also responsible for driving operational excellence, automation, AI-driven support, continual service improvement (CSI), and enhancing customer satisfaction.

1. Service Management & Customer Satisfaction

Responsibility

Measure

Serve as the single point of accountability for end-to-end service delivery and performance.

Customer Satisfaction Score (CSAT)

Ensure services align with business expectations and SLAs/OLAs are consistently met.

% SLA Compliance

Lead monthly and quarterly service reviews.

Number of Improvement Actions Identified & Tracked

2. Major Incident Management (MIM)

Responsibility

Measure

Act as the Major Incident Manager for Severity 1/critical incidents.

Mean Time to Resolve (MTTR) for Sev 1 Incidents

Conduct After Action Reviews (AARs) within 48 hours.

% AARs Completed on Time

Drive root cause analysis.

% of RCAs Implemented

3. Operations Oversight & Vendor Management

Responsibility

Measure

Collaborate with vendors for efficient service delivery.

Vendor SLA Adherence

Monitor infrastructure health.

System Uptime %

Track vendor performance.

Quarterly Vendor Scorecard Rating

4. Data-Driven Insights, Reporting & Automation

Responsibility

Measure

Monitor and report on SLAs, KPIs, and incident trends.

Accuracy & Timeliness of Reports

Use Now Assist/AI tools for proactive management.

% Reduction in Manual Effort via Automation

Present insights to influence strategic decisions.

Number of Strategic Changes Implemented Based on Insights

5. CRM & Customer Engagement Systems

Responsibility

Measure

Manage CRM platforms (Salesforce, SAP C4C, MS Dynamics, etc.).

CRM System Uptime & Response Times

Leverage CRM analytics for service performance.

Number of Improvements Initiated via CRM Insights

Collaborate with CRM owners for integration stability.

CRM Incident Closure Rate Within SLA

6. Continuous Service Improvement

Responsibility

Measure

Lead initiatives for process and service enhancements.

% of CSI Actions Completed

Promote automation and AI-driven improvements.

% Increase in Automated Transactions

Implement ITIL best practices.

% Audit Compliance to ITIL Standards

7. Change & Release Governance

Responsibility

Measure

Support CAB meetings and change evaluation.

% of Changes Without Backout or Failure

Ensure business alignment for changes.

Business Approval Rate for Changes

8. Project Transitions

Responsibility

Measure

Ensure readiness during new service transition.

% of Projects Transitioned Without Major Issues

Represent service operations in go-live.

Transition Checklist Compliance Rate

9. Team Collaboration & Leadership

Responsibility

Measure

Foster a culture of ownership and responsiveness.

Internal Engagement/Feedback Score

Mentor staff for key roles.

% of Team with Role Readiness Plans

10. Privacy, Security & Compliance

Responsibility

Measure

Align with data privacy/security standards.

% Compliance in Security Audits

Identify/escalate security risks.

Number of Security Incidents Detected Early

EXPERIENCE & QUALIFICATIONS

- 10+ years of experience in IT service delivery, production support, or operations.
- Proven expertise in managing high-severity incidents and leading support operations.
- Strong experience with ITSM tools (e.g., ServiceNow), CRM platforms (e.g., Salesforce, MS Dynamics, SAP C4C), automation frameworks, and AI/ML-powered tools like Now Assist.
- Familiarity with cloud platforms (AWS/Azure), DevOps, and modern monitoring tools.
- ITIL Foundation certification (v3/v4) mandatory; ITIL Intermediate/Expert preferred.

LEADERSHIP & BEHAVIORAL COMPETENCIES

- Demonstrates urgency and accountability in resolving critical issues.
- Strong interpersonal and communication skills; can influence at senior levels.
- Collaborative and team-oriented with a focus on stakeholder satisfaction.
- Analytical thinker with a continuous improvement mindset.
- Ability to work under pressure, manage priorities, and drive results.

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