Service Delivery Manager

We are seeking an experienced Delivery Manager to lead enterprise managed services and digital transformation engagements, ensuring strong service performance, customer satisfaction, and successful delivery.

Job Responsibilities

• Own end-to-end delivery of managed services and technology engagements, ensuring SLAs, KPIs, contractual commitments, and customer expectations are met.
• Manage day-to-day service operations, including incident, problem, change, escalation, and service continuity management.
• Build and maintain strong relationships with senior customer stakeholders and act as the primary point of contact for service delivery matters.
• Lead governance meetings, service reviews, performance discussions, and executive steering meetings.
• Lead and coordinate onsite and offshore delivery teams, including Project Managers, Architects, Technical Leads, Engineers, and Support teams.
• Drive service quality, operational stability, customer satisfaction, and continuous service improvement.
• Manage delivery financials, including budgeting, forecasting, resource planning, profitability, and contract compliance.
• Support contract renewals, scope changes, service enhancements, and change requests.
• Oversee digital transformation initiatives across cloud, applications, infrastructure, data & analytics, AI, and automation.
• Ensure smooth transition from project implementation into steady-state managed services while managing delivery risks and service performance.

Job Requirements

• Minimum 10 years of experience in IT service delivery, managed services, technology consulting, or enterprise IT.
• At least 5 years of experience in a Delivery Manager, Service Delivery Manager, Programme Manager, or similar leadership role.
• Strong experience working within a System Integrator (SI), IT consulting, or technology services environment.
• Proven experience managing large-scale enterprise managed services and digital transformation engagements.
• Strong knowledge of IT Service Management (ITSM), including Incident, Problem, Change, Service Level, and Service Continuity Management.
• Proven experience leading onsite, offshore, and cross-functional technical delivery teams.
• Strong stakeholder management, commercial management, budgeting, forecasting, and contract governance experience.
• Excellent communication, leadership, problem-solving, and decision-making skills, with experience working in Agile, Waterfall, or hybrid delivery environments.