The Service Delivery Manager (SDM) is responsible for ensuring that IT services are delivered to clients on time, within scope, and with high quality. This role acts as the main point of contact between customers, internal teams, and vendors, ensuring smooth operations, SLA adherence, and continuous service improvement.

Key Responsibilities :

- Own end-to-end service delivery for assigned clients or accounts

- Ensure services meet agreed SLAs, KPIs, and quality standards

- Act as the primary client-facing contact for service-related matters

- Manage incident, problem, and change management processes

- Coordinate with internal teams (support, engineering, infrastructure, vendors)

- Track service performance and prepare service reports and reviews

- Handle escalations and ensure timely resolution

- Drive continuous improvement in service processes and delivery

- Support onboarding of new clients and transition of services

- Ensure compliance with ITIL and organizational processes

Required Qualifications :

- 6+ years of experience in IT Service Delivery / IT Operations

- Strong experience managing client-facing IT services

- Good understanding of ITIL processes (Incident, Problem, Change, SLA)

- Experience working with cross-functional teams

- Strong communication, stakeholder management, and leadership skills

- Ability to manage escalations and high-pressure situations

Preferred Qualifications :

- ITIL Certification (Foundation or higher)

- Experience in managing managed services / support operations

- Exposure to cloud, infrastructure, or application support environments

- Experience with service management tools (ServiceNow, Jira, etc.)