Service Delivery Manager

A Service Delivery Manager (SDM) is responsible for ensuring that services are delivered to clients effectively, meeting contractual obligations, Service Level Agreements (SLAs), and customer satisfaction goals. The role combines operational oversight, team leadership, and client relationship management.

Key Responsibilities:
SDM with accountability of the EUC services (desktop operations and service desk) with assigned accounts.

•Service Operations Management

• Oversee daily delivery of IT, technical, or business services.
• Ensure compliance with SLAs, contracts, and project timelines.
• Act as the escalation point for complex service issues.

•Client Relationship & Satisfaction

• Serve as the main liaison between clients and service teams.
• Monitor customer satisfaction and proactively address concerns.
• Build long-term relationships to support business growth.

•Team Leadership

• Lead and develop service delivery teams (often 10–20 staff).
• Provide coaching, mentoring, and performance management.
• Allocate resources effectively to meet operational needs.

•Continuous Improvement

• Identify opportunities to enhance service quality and efficiency.
• Implement best practices in IT service management (ITIL framework).
• Drive innovation in service delivery processes.

Typical Skills & Qualifications

Education: Bachelor’s degree or Diploma in IT, Business, or related field.

Experience: 5 years in service management, project management, or IT operations.

Certifications: ITIL, PMP, or equivalent service management credentials is a plus

Soft Skills: Strong communication, problem-solving, and leadership abilities