Service Delivery Manager

JOB DESCRIPTION

Key Responsibilities

Service Delivery & Operations

- Manage end-to-end service delivery across multiple customer accounts - Act as the primary operational point of contact for clients - Ensure SLA/KPI achievement and contractual compliance - Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC - Coordinate cross-functional teams, vendors, and stakeholders - Manage escalations, risks, and service priorities

Customer & Governance Management

- Build strong relationships with customer stakeholders - Lead governance meetings, service reviews, and QBRs - Present service performance, risks, and improvement initiatives - Drive customer satisfaction and handle escalations

Operational Governance

- Monitor SLA performance, KPIs, ticket trends, and service quality - Ensure adherence to ITIL processes (Incident, Problem, Change Management) - Maintain operational documentation (SOPs, runbooks, reports) - Manage vendor performance and contractual obligations

Service Transition & Continuous Improvement

- Support onboarding and transition to BAU operations - Identify operational risks and gaps during transition - Drive service improvement, automation, and optimization initiatives

Collaboration

- Partner with Sales/Account teams on customer retention and growth - Work with technical teams and vendors to ensure seamless service delivery

Requirements

- Degree/Diploma in IT, Computer Science, Engineering, or related field - Minimum 5 years of experience in IT Service Delivery within a Managed Services environment - Proven experience managing multiple customer accounts - Experience leading cross-functional technical teams and vendors - Strong knowledge of ITIL processes and service management practices - Excellent stakeholder management, communication, and presentation skills

JOB REQUIREMENTS

Please refer to job description for more details.

BUSINESS SEGMENT

Connectivity

PLATFORM

Operating Division