Service Delivery Manager

Job Description

Senior Service Delivery Manager

We are looking for an experienced Senior Service Delivery Manager with 12 to 17 years of experience to lead service delivery and manage key client accounts. You will act as the main point of contact between clients and internal teams and ensure services are delivered efficiently and aligned with business goals.

Key Responsibilities

Define and drive service delivery strategy

Manage client accounts including budgeting costs and revenue growth

Build strong relationships with senior stakeholders at CXO level

Ensure delivery meets SLA and MSA commitments

Lead and mentor large cross functional teams

Handle escalations and critical issues

Drive continuous improvement using ITIL Lean or Six Sigma practices

Requirement

12 to 17 years of experience with at least 5 years in leadership roles

Bachelors Degree Required MBA Preferred

Certifications like ITIL PMP or COBIT are a plus

Experience in managed services cloud platforms such as AWS or Azure and ITSM tools like ServiceNow or Jira

Strong communication stakeholder management and problem solving skills

KPIs

Client satisfaction including CSAT and NPS

Financial performance including budget and margins

SLA compliance

Account retention and growth