Service Delivery Manager

We are looking for an experienced Service Delivery Manager to lead service operations manage customer relationships ensure SLA compliance and drive continuous service improvement. The candidate will act as the primary point of contact for customers and coordinate with technical teams onsite engineers vendors and internal stakeholders to ensure reliable and high-quality service delivery.

• Manage end-to-end delivery of managed IT infrastructure network security AV and end-user support services.
  
• Act as the primary service contact for assigned customers and maintain strong stakeholder relationships.
  
• Ensure incidents service requests problems and changes are handled within agreed SLAs.
  
• Monitor service performance ticket queues response times resolution times escalations and customer satisfaction.
  
• Lead daily weekly and monthly service reviews with customers and internal teams.
  
• Prepare and present SLA reports service dashboards incident summaries availability reports and improvement plans.
  
• Manage critical incidents and coordinate technical teams vendors and customer stakeholders until service restoration.
  
• Ensure Root Cause Analysis reports and corrective action plans are completed for major incidents.
  
• Identify recurring issues service gaps operational risks and opportunities for automation or process improvement.
  
• Manage onsite and remote support teams including shift planning resource allocation attendance leave and backup coverage.
  
• Set team objectives review engineer performance provide feedback and support training and development.
  
• Ensure proper ticket documentation customer communication escalation quality and timely closure.
  
• Coordinate onboarding transition and stabilisation of new managed-service customers.
  
• Maintain service-management documentation escalation matrices SOPs runbooks asset records and customer-specific procedures.
  
• Ensure compliance with change management information security access control backup and customer governance requirements.
  
• Coordinate with OEMs third-party vendors and support partners for technical escalations and service restoration.
  
• Track contract scope resource utilisation service credits penalties renewals and commercial risks.
  
• Support pre-sales teams with effort estimation resource planning service scope transition plans and solution presentations.
  
• Conduct regular customer satisfaction reviews and implement agreed service-improvement actions.
  
• Provide management with regular updates on service performance customer concerns risks and account health.
  

• Strong understanding of IT managed services and service-delivery operations.
  
• Knowledge of ITIL practices covering incident problem change request service-level and configuration management.
  
• Experience managing service desks onsite support infrastructure network security cloud AV or end-user support teams.
  
• Strong knowledge of SLAs KPIs OLAs escalation management and service-reporting frameworks.
  
• Experience using ITSM tools such as ServiceNow Zoho Desk ManageEngine Jira Service Management or equivalent.
  
• Ability to prepare dashboards service reports RCA documents capacity reports and improvement plans.
  
• Understanding of IT infrastructure networking servers cloud services cybersecurity backup and business continuity.
  
• Experience in customer onboarding service transition resource planning and operational governance.
  
• Working knowledge of contracts scope management effort estimation and service commercials.
  
• Good command of Microsoft Excel PowerPoint and reporting tools.
  

• Bachelors degree in Information Technology Computer Science Engineering Business Administration or a related discipline.
  
• Minimum 5 year s of experience in IT services including at least 35 years in service delivery or managed-service leadership.
  
• Proven experience managing enterprise customers technical teams SLAs escalations and service reviews.
  
• ITIL Foundation or higher certification is preferred.
  
• PMP PRINCE2 ISO 20000 or relevant technical certifications will be an advantage.