Service Delivery Manager (SDM)

The Service Delivery Manager (SDM) is essential for ensuring the delivery of high-quality IT managed services to clients, focusing on maintaining service level agreements (SLAs), enhancing operational efficiency, and driving customer satisfaction. This role includes managing a team of service professionals, optimizing IT service operations, and developing strong relationships with clients to facilitate the smooth execution of managed services, which encompass cloud, network, security, and application support.

Responsibilities

• Oversee end-to-end IT managed services delivery, ensuring compliance with SLAs and KPIs.
• Lead service teams in managing incidents, requests, problem resolution, and change management.
• Continuously optimize IT operations by implementing ITIL best practices and automation.
• Act as the primary point of contact for clients, ensuring expectations are met or exceeded.
• Manage service budgets, cost optimization, and resource allocation.
• Ensure IT services comply with industry regulations (ISO 27001, GDPR, NIST).

Qualifications

• Education:
  • Minimum: Bachelor’s degree in Computer Science or a related field.
  • Desired: Certifications such as ITIL v4, PMP, or PRINCE2.
• Experience:
  • Minimum of 5+ years of experience in service delivery or related roles.
• Skills & Abilities:
  • Strong understanding of the ITIL framework (certification is a plus).
  • Excellent communication, client-facing, and stakeholder management skills.
  • Strong analytical and problem-solving abilities.
  • Ability to lead cross-functional teams and manage multiple priorities in a fast-paced environment.

Additional Information
Compliance with policies and procedures based on the ISO standards adopted by the company.