Service Delivery Manager

Description :

The Service Delivery Manager is responsible for end-to-end operational governance, service performance, stakeholder engagement, and delivery assurance for Desktop Application Support services.

The SDM ensures that service levels, quality metrics, compliance, and customer expectations are consistently met.

The role drives continuous improvement, oversees cross-functional coordination, manages escalations, and ensures seamless execution of all service activities across application lifecycle, support, packaging, deployment, and compliance areas.

Responsibilities :

- Own end-to-end service delivery for the Desktop Application Support function

- Ensure SLAs, OLAs, KPIs, and contractual commitments are met

- Conduct weekly and monthly service review meetings with stakeholders

- Present service dashboards, performance metrics, and improvement plans

- Maintain service stability, continuity, and process compliance

- Act as the main point of contact for client leadership and business teams

- Manage stakeholder expectations and handle service escalations

- Proactively identify and resolve service issues before user impact

- Coordinate with security, infrastructure, deployment, and application teams

- Lead Application Portfolio Managers, Application Managers, Solution Architects, and Packaging Engineers

- Provide direction, remove blockers, and ensure timely delivery of work

- Ensure teams follow defined processes, documentation standards, and compliance guidelines

- Oversee major desktop application incidents and critical issues

- Ensure root cause analysis is completed and corrective actions are implemented

- Manage change approvals, patch windows, release cycles, and deployment governance

- Track problems through to closure with long-term fixes

- Plan and forecast resources based on workloads and project demand

- Manage team allocation, skills, rotations, and capability development

- Support onboarding and offboarding of applications and technologies

- Ensure compliance with security policies, audits, and vulnerability requirements

- Work with security and compliance teams to track risks and remediate issues

- Ensure correct software license management and governance documentation

- Monitor service costs, productivity, resource usage, and contract compliance

- Identify cost-saving opportunities and efficiency improvements

- Support forecasting, billing, and usage tracking

- Drive continuous improvement, automation, and service optimization

- Introduce tools and dashboards to improve service quality

- Lead maturity improvements across packaging, deployment, incident handling, and application lifecycle management

Skills & Experience :

- Strong knowledge of End User Computing (EUC) and desktop application environments

- Hands-on understanding of application packaging and deployment tools such as Intune and SCCM

- Good knowledge of ITSM processes including Incident, Problem, Change, and Service Request management

- Understanding of security, compliance frameworks, vulnerability management, and patch governance

- Ability to analyze service metrics, trends, and operational data

- Experience identifying automation and process improvement opportunities

- Strong stakeholder management and communication skills

- Proven ability to lead and manage multi-functional technical teams

- Strong presentation skills for senior management and business stakeholders

- Experience handling escalations and managing priorities effectively

- Ability to influence decisions and drive service improvements

Qualifications :

- Bachelors degree in IT, Computer Science, Engineering, or related field.

- 15+ years of IT Service Delivery or End User Computing experience.

- 7+ years in a Service Delivery Manager or equivalent leadership role.

- ITIL certification mandatory.