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

#LI-KK1
#KTS

JOB REQUIREMENTS

please refer to job description for more details.

BUSINESS SEGMENT

Connectivity

PLATFORM

Operating Division