Service Delivery Manager

We are seeking an experienced Service Delivery Manager (SDM) to oversee end-to-end managed services delivery across multiple client environments. This role is responsible for ensuring service excellence, SLA performance, customer satisfaction, and operational governance. Key Responsibilities Service Delivery & Operations · Manage end-to-end service delivery across multiple customer accounts · Act as the primary operational point of contact for clients · Ensure SLA/KPI achievement and contractual compliance · Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC · Coordinate cross-functional teams, vendors, and stakeholders · Manage escalations, risks, and service priorities Customer & Governance Management · Build strong relationships with customer stakeholders · Lead governance meetings, service reviews, and QBRs · Present service performance, risks, and improvement initiatives · Drive customer satisfaction and handle escalations Operational Governance · Monitor SLA performance, KPIs, ticket trends, and service quality · Ensure adherence to ITIL processes (Incident, Problem, Change Management) · Maintain operational documentation (SOPs, runbooks, reports) · Manage vendor performance and contractual obligations Service Transition & Continuous Improvement · Support onboarding and transition to BAU operations · Identify operational risks and gaps during transition · Drive service improvement, automation, and optimization initiatives Collaboration · Partner with Sales/Account teams on customer retention and growth · Work with technical teams and vendors to ensure seamless service delivery Requirements · Degree/Diploma in IT, Computer Science, Engineering, or related field · Minimum 5 years of experience in IT Service Delivery within a Managed Services environment · Proven experience managing multiple customer accounts · Experience leading cross-functional technical teams and vendors · Strong knowledge of ITIL processes and service management practices · Excellent stakeholder management, communication, and presentation skills