Service Delivery Manager

Job Overview:

We are seeking a results-drivenService Delivery Managerwith 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.

Service Management & Delivery:
* Ensure high levels of customer satisfaction through effective service delivery and management.
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.
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.
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.

Stakeholder Engagement:
* Act as the main point of contact for client service-related issues and escalations.
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.
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.

Team Leadership & Coordination:
* Coordinate cross-functional teams to ensure timely resolution of service issues.
Coordinate cross-functional teams to ensure timely resolution of service issues.
* Provide mentoring and direction to junior delivery staff or support teams.
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).

Process Improvement:
* Identify gaps and inefficiencies in service delivery processes; implement improvements.
Identify gaps and inefficiencies in service delivery processes; implement improvements.
* Participate in audits and support compliance with relevant standards (e.g., ITIL, ISO).
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.

Project Support:
* Support the delivery of new services, transitions, and transformation initiatives.
Support the delivery of new services, transitions, and transformation initiatives.
* Collaborate with project managers to align service capabilities with project deliverables.
Collaborate with project managers to align service capabilities with project deliverables.

Required Skills & Qualifications:
* Bachelors degree in Information Technology, Business Administration, or related field.
Bachelors degree in Information Technology, Business Administration, or related field.
* 5-9 years of experience in a service delivery or client management role.
5-9 years of experience in a service delivery or client management role.
* Proven experience managing service performance in complex, multi-client environments.
Proven experience managing service performance in complex, multi-client environments.
* Strong knowledge ofITILpractices (certification preferred).
Strong knowledge ofITILpractices (certification preferred).
* Excellent problem-solving, communication, and stakeholder management skills.
Excellent problem-solving, communication, and stakeholder management skills.
* Strong organizational and multitasking abilities.
Strong organizational and multitasking abilities.

Preferred Qualifications:
* Experience in cloud-based or digital service environments.
Experience in cloud-based or digital service environments.
* Experience managing third-party vendors or offshore delivery teams.
Experience managing third-party vendors or offshore delivery teams.
* PMP or similar project management certification is a plus.
PMP or similar project management certification is a plus.
* Familiarity with service tools such as ServiceNow, Jira, or equivalent.
Familiarity with service tools such as ServiceNow, Jira, or equivalent.

Key Competencies:
* Cus