Service Delivery Manager

Job Description

• Serve as the primary point of contact for service delivery matters
• Ensure services are delivered in accordance with SLAs and quality standards
• Monitor KPIs (response time, resolution time, uptime, customer satisfaction)
• Manage escalations and ensure timely issue resolution
• Lead incident management and post-incident reviews (RCA)
• Coordinate service transitions, upgrades, and changes
• Provide regular service performance reports to clients and senior management
• Lead and support service delivery teams to meet operational targets
• Drive continuous service improvement initiatives

Qualifications

• Bachelor’s degree in IT, Engineering, or related field
• 2 years of experience in service delivery, IT operations, or managed services
• Proven experience managing client relationships in SLA driven environments
• Strong knowledge of incident, problem, and change management processes
• Experience leading cross functional technical teams
• Strong reporting and documentation skills
• ITIL certification (preferred)