Service Delivery Manager

We are seeking an experienced and results-driven Service Delivery Manager to lead and manage multiple service delivery programs within our Managed Services portfolio. The successful candidate will be responsible for ensuring service excellence, operational efficiency, client satisfaction, and continuous improvement across all programs. This role requires strong leadership, stakeholder management, and a deep understanding of IT service delivery frameworks.

Key Responsibilities

Program & Service Delivery Management

. Lead and oversee end-to-end delivery of MSP services

. Ensure all programs meet SLAs, KPIs, and contractual obligations

. Manage multiple projects and programs simultaneously, ensuring alignment with business goals

. Develop and maintain program roadmaps, schedules, and budgets

Client & Stakeholder Management

. Act as the primary escalation point for key clients

. Build strong relationships with customers and stakeholders

. Conduct regular service reviews, reporting, and performance updates

. Identify opportunities for service expansion and improvement

Operational Excellence

. Drive continuous improvement initiatives across IT service delivery

. Implement best practices (ITIL, ISO, etc.)

. Optimize workflows, tools, and resource utilization

. Ensure high-quality incident, problem, and change management processes

Team Leadership & Management

. Lead cross-functional teams including service desk and engineers

. Mentor team leads and supervisors

. Ensure proper staffing, training, and performance management

. Foster a high-performance and customer-centric culture

Financial & Risk Management

. Manage program budgets, cost control, and profitability

. Identify risks and implement mitigation plans

. Ensure compliance with company policies and client requirements

Reporting & Governance

. Prepare and present regular reports to senior management and clients

. Monitor operational metrics and performance dashboards

. Ensure governance frameworks are followed across all programs

Requirements & Qualifications

Education

. Bachelor's degree in Information Technology, Computer Science, or related field

. PMP, PRINCE2, or equivalent certification (preferred)

. ITIL Certification (strongly preferred)

Experience

. 8-12+ years of experience in IT service delivery or MSP environment

. Minimum 3-5 years in Program/Service Delivery Manager role

. Experience handling enterprise clients and multi-country service delivery is an advantage

Technical & Professional Skills

. Strong knowledge of:

o ITIL framework (Incident, Problem, Change Management)

o SLA/KPI management

o ITSM tools (e.g., ServiceNow)

. Excellent project/program management skills

. Strong analytical and problem-solving abilities

Leadership & Soft Skills

. Excellent communication and stakeholder management skills

. Strong leadership and team management capabilities

. Ability to work under pressure and manage escalations effectively

. Customer-focused mindset