Service Delivery Manager
Skills
About This Role
Overview
Own service delivery against agreed SLAs/SLOs and report performance to senior stakeholders.
Lead the weekly/monthly governance cadence (operations review, change board, problem review).
Manage escalations across L1/L2/L3 layers and drive root-cause closure for major incidents.
Run capacity, demand, and resourcing plans; coordinate onboarding/transition of new resources.
Drive continuous service improvement (CSI) initiatives and quarterly service reviews.
Own the commercial health of the engagement: revenue, margin, travel/expense, and scope governance.
Champion ITIL v4 practices and ensure ITSM tool hygiene across the engagement.
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