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Service Delivery Manager
2 weeks ago
Job Summary
The Service Delivery Manager is responsible for ensuring that all contracted IT or AMS services are delivered efficiently, within agreed Service Level Agreements (SLAs), and with measurable business value to the client. The SDM ensures operational excellence, drives value-added initiatives, and serves as the key liaison between clients, technical teams, and internal leadership to maintain and enhance service quality.
Key Responsibilities
1. Service Delivery Management
- Ensure end-to-end delivery of IT or AMS services as per defined SLAs, KPIs, and contractual obligations.
- Oversee daily operations, ensuring incidents, service requests, problems, and changes are managed effectively.
- Proactively monitor service performance to prevent SLA breaches and maintain high service availability.
- Implement ITIL best practices to maintain service consistency and process compliance.
- Drive operational excellence by continuously improving service quality, stability, and efficiency.
2. Client Relationship & Value Management
- Act as the single point of contact (SPOC) for all client communications related to service delivery.
- Conduct regular Service Review Meetings (SRMs) and present performance dashboards to stakeholders.
- Drive value addition and service improvement initiatives, identifying opportunities to optimize costs, improve performance, and enhance user experience.
- Build and maintain strong client relationships by delivering reliable services and measurable business outcomes.
- Ensure high Customer Satisfaction (CSAT) and promote a culture of client-centric service delivery.
3. SLA Governance and Reporting
- Monitor and manage adherence to SLAs and KPIs across all service towers.
- Produce detailed monthly/quarterly service reports, including SLA trends, root cause analyses, and improvement recommendations.
- Address potential SLA risks proactively through preventive measures and escalations.
- Manage escalations efficiently and ensure communication transparency during critical incidents.
4. People and Team Management
- Lead, coach, and manage the service delivery and support teams (onsite/offshore).
- Monitor team productivity, quality of work, and workload distribution.
- Drive employee engagement, skill development, and knowledge retention initiatives.
- Promote accountability, ownership, and collaboration across delivery teams.
5. Continuous Improvement and Value Creation
- Identify process gaps, inefficiencies, and automation opportunities across service delivery workflows.
- Implement Continuous Service Improvement (CSI) plans to enhance delivery quality and reduce operational costs.
- Champion innovation and value-added initiatives to align IT services with business goals.
- Collaborate with solution architects and engineering teams to propose improvements and new service offerings.
Required Skills and Competencies
- Deep understanding of ITIL/ITSM frameworks and managed service operations.
- Proven track record of managing SLA-based service delivery across multiple accounts.
- Strong analytical, problem-solving, and performance management skills.
- Excellent communication, negotiation, and stakeholder management abilities.
- Experience working in global delivery models (onsite/offshore).
- Capability to balance operational stability with innovation and improvement.
- Experience: 1215 years of IT experience, with at least 6-8 years in Service Delivery or AMS management.
- Certifications: ITIL Foundation/Intermediate required; PMP or similar project management certification preferred.
