Service Delivery Manager

Job description

Overview About the Role: We’re looking for a Service Delivery Manager to lead end-to-end delivery across multiple IT support towers. You’ll be responsible for service performance, client relationships, and P&L, ensuring SLAs are met while driving customer satisfaction and operational excellence. Responsibilities: - Lead service delivery across onshore and offshore teams - Ensure SLAs/KPIs are met and continuously improved - Act as escalation point for major incidents and client issues - Manage change, problem, and incident processes - Build strong client relationships and lead service reviews - Own financial performance, including forecasting, revenue, and billing - Drive collaboration across teams and ensure standard processes are followed Qualifications: - 5–7+ years in IT service delivery or managed services - Strong understanding of IT infrastructure and service management (ITIL preferred) - Proven client-facing experience and stakeholder management skills - Commercial awareness, including P&L responsibility - Experience with ITSM/CRM tools (e.g., ServiceNow, Jira) - Strong communication and problem-solving abilities