Service Delivery Manager

Skills

What you'll do

• Ensure high levels of customer satisfaction through effective service delivery and management.
• Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs.
• Monitor performance metrics and prepare service reports for clients and internal leadership.
• Act as the main point of contact for client service-related issues and escalations.
• Build and maintain strong relationships with customers and internal delivery teams.
• Coordinate cross-functional teams to ensure timely resolution of service issues.

About the role

Job Overview: We are seeking a results-driven Service Delivery Manager with 5-9 years of experience to oversee and optimize service delivery across our client portfolio. You will ensure high-quality service performance, build strong relationships with stakeholders, manage escalations, and drive continuous improvement in service management processes. Key Responsibilities: • Service Management & Delivery: • Ensure high levels of customer satisfaction through effective service delivery and management. • Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs. • Monitor performance metrics and prepare service reports for clients and internal leadership. • Stakeholder Engagement: • Act as the main point of contact for client service-related issues and escalations. • Build and maintain strong relationships with customers and internal delivery teams. • Team Leadership & Coordination: • Coordinate cross-functional teams to ensure timely resolution of service issues. • Provide mentoring and direction to junior delivery staff or support teams. • Process Improvement: • Identify gaps and inefficiencies in service delivery processes; implement improvements. • Participate in audits and support compliance with relevant standards (e.g., ITIL, ISO). • Project Support: • Support the delivery of new services, transitions, and transformation initiatives. • Collaborate with project managers to align service capabilities with project deliverables. Required Skills & Qualifications: • Bachelors degree in Information Technology, Business Administration, or related field. • 5-9 years of experience in a service delivery or client management role. • Proven experience managing service performance in complex, multi-client environments. • Strong knowledge of ITIL practices (certification preferred). • Excellent problem-solving, communication, and stakeholder management skills. • Strong organizational and multitasking abilities. Preferred Qualifications: • Experience in cloud-based or digital service environments. • Experience managing third-party vendors or offshore delivery teams. • PMP or similar project management certification is a plus. • Familiarity with service tools such as ServiceNow, Jira, or equivalent. Key Competencies: • Customer-centric mindset • Analytical thinking • Leadership and team collaboration • Conflict resolution • Time and priority management Originally posted on Himalayas