Job Overview:We are seeking a results-driven Service Delivery Manager with 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.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.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.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).Project Support:Support the delivery of new services, transitions, and transformation initiatives.Collaborate with project managers to align service capabilities with project deliverables.Required Skills & Qualifications:Bachelors degree in Information Technology, Business Administration, or related field.5-9 years of experience in a service delivery or client management role.Proven experience managing service performance in complex, multi-client environments.Strong knowledge of ITIL practices (certification preferred).Excellent problem-solving, communication, and stakeholder management skills.Strong organizational and multitasking abilities.Preferred Qualifications:Experience in cloud-based or digital service environments.Experience managing third-party vendors or offshore delivery teams.PMP or similar project management certification is a plus.Familiarity with service tools such as ServiceNow, Jira, or equivalent.Key Competencies:Customer-centric mindsetAnalytical thinkingLeadership and team collaborationConflict resolutionTime and priority management
