Service Delivery Manager
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Key skills for this role
About the Role
Oversee IT managed services delivery, manage client relationships, implement ITIL practices, and lead teams while ensuring compliance and optimizing performance.
Key Skills for This Role
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1. Service Delivery Management & Operations
- 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.
- Maintain high availability of critical IT infrastructure, applications, and cloud environments.
- Ensure proactive monitoring, reporting, and service reviews to minimize downtime.
2. Client & Stakeholder Management
- Act as the primary point of contact for clients, ensuring expectations are met or exceeded.
- Conduct regular client meetings, QBRs (Quarterly Business Reviews), and service improvement discussions.
- Address escalations, resolve service-related issues, and manage crisis situations effectively.
- Work closely with internal teams (network, security, cloud, DevOps) to deliver seamless service.
3. ITIL & Service Management Excellence
- Implement and enforce ITIL best practices for service delivery, incident, problem, and change management.
- Develop and maintain service catalogs, SLAs, and operational procedures.
- Drive service improvement initiatives using ITSM platforms like ServiceNow, BMC Remedy, or Manage Engine
4. Financial & Performance Management
- Manage service budgets, cost optimization, and resource allocation.
- Drive service revenue growth and profitability by identifying upsell opportunities.
- Track key performance indicators (KPIs) and service efficiency metrics.
5. People & Vendor Management
- Lead and mentor a team of service desk engineers, technical support staff, and service managers.
- Conduct performance reviews, training programs, and succession planning.
- Manage third-party vendors and service providers to ensure contractual adherence.
6. Security, Compliance & Risk Management
- Ensure IT services comply with industry regulations (ISO 27001, GDPR, NIST).
- Enforce security best practices, incident response, and data protection policies.
- Mitigate risks by conducting regular service audits and assessments.
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