Service Delivery Manager

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:

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Service Management & Delivery:

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Ensure high levels of customer satisfaction through effective service delivery and management.

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Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs.

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Monitor performance metrics and prepare service reports for clients and internal leadership.

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Stakeholder Engagement:

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

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Build and maintain strong relationships with customers and internal delivery teams.

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Team Leadership & Coordination:

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Coordinate cross-functional teams to ensure timely resolution of service issues.

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Provide mentoring and direction to junior delivery staff or support teams.

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Process Improvement:

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Identify gaps and inefficiencies in service delivery processes; implement improvements.

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Participate in audits and support compliance with relevant standards (e.g., ITIL, ISO).

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Project Support:

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Support the delivery of new services, transitions, and transformation initiatives.

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Collaborate with project managers to align service capabilities with project deliverables.

Required Skills & Qualifications:

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Bachelors degree in Information Technology, Business Administration, or related field.

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5-9 years of experience in a service delivery or client management role.

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Proven experience managing service performance in complex, multi-client environments.

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Strong knowledge of ITIL practices (certification preferred).

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Excellent problem-solving, communication, and stakeholder management skills.

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Strong organizational and multitasking abilities.

Preferred Qualifications:

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Experience in cloud-based or digital service environments.

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Experience managing third-party vendors or offshore delivery teams.

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PMP or similar project management certification is a plus.

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Familiarity with service tools such as ServiceNow, Jira, or equivalent.

Key Competencies:

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Customer-centric mindset

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Analytical thinking

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Leadership and team collaboration

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Conflict resolution

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Time and priority management

Originally posted on Himalayas