Service Delivery Manager

Job description

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