Service Delivery Manager - Security

Role Summary

Key Responsibilities

• Own end-to-end service delivery for the Quess IT Infrastructure Managed Services engagement and act as the primary operational interface between Quess and Digitide.
• Drive daily operations across Service Desk, Field Support/VIP Support, EUC, O365/Entra, Endpoint Security, Asset Management, NOC and SOC teams.
• Maintain strong ownership of all incidents, service requests, escalations, operational issues and action items until complete closure.
• Conduct daily/weekly operational reviews, monthly service/SLA reviews and support quarterly leadership governance meetings.
• Ensure incidents and service requests are correctly categorized, assigned, tracked and resolved within agreed response and resolution timelines.
• Monitor SLA and KPI performance, identify potential breaches in advance and drive corrective actions with the respective teams.
• Ensure timely escalation of P1/P2 and business-critical incidents and coordinate technical teams until service restoration.
• Drive Root Cause Analysis (RCA) for recurring and critical incidents and ensure corrective/preventive actions are implemented and tracked to closure. The SOW specifically calls for RCA, ticket trend analysis and operational optimization as the service matures.
• Drive centralized ticketing discipline and ensure that operational activities are appropriately recorded through the ITSM process.
• Manage field support coverage across locations and ensure backup arrangements are available to maintain service continuity during leave, attrition or temporary resource shortages.
• Coordinate with technical SMEs, service desk, onsite engineers, customer teams and third-party vendors for timely resolution of dependencies and escalations.
• Ensure proper management of asset inventory, allocation, stock, movement, employee exits, asset reconciliation and lifecycle activities.
• Review daily/weekly/monthly dashboards and ensure accuracy of operational, SLA, asset, incident and service-request reporting.
• Identify recurring operational issues and drive process improvement, automation, knowledge-base development and ticket reduction initiatives.
• Track resource availability, productivity and utilization and recommend resource realignment based on workload and ticket trends.
• Maintain operational documentation including SOPs, runbooks, escalation matrices, governance trackers and action logs.
• Ensure changes to operational processes are appropriately governed and that activities outside the agreed scope are identified and managed through the applicable Change Request process.
• Proactively identify delivery risks, dependencies and bottlenecks and work with relevant stakeholders to remove them before they impact business.
• Maintain strong communication with senior customer stakeholders and provide clear visibility into issues, risks, dependencies and recovery plans.

Candidate Profile