Service Delivery Manager

About the role

The Service Delivery Manager is accountable for delivery excellence across all support towers, maintaining strong customer relationships, and ensuring P&L targets are met. This role coordinates on‑shore and off‑shore resources, provides status reporting to clients and leadership, and guarantees compliance with Service Level Agreements.

Key responsibilities

• Coordinate all tower resources, including offshore teams.
• Orchestrate end‑to‑end services and ensure standard tools and methods are used.
• Manage service requests, acceptance, technical assurance, and handover processes.
• Act as the single point of contact for escalations and major incidents.
• Lead root‑cause analysis, problem record creation, and change management activities.
• Oversee asset management, CAP planning, and compliance with security policies.
• Attend and host service reviews, driving appropriate follow‑up actions.
• Support limited up‑selling within the defined scope.

Required profile

• College or university degree in IT or 5‑7 years of equivalent experience.
• Experience as a Solution Architect (3‑5 years) and familiarity with ITIL Foundations.
• Project management and CRM experience.
• Knowledge of hardware and software migration processes.
• Ability to work with finance on forecasts, billing, and profit targets.

Required skills

• Portal technologies
• Virtualization
• Application database management
• Hardware knowledge
• Solution architecture
• ITIL Foundations
• Project management
• CRM platforms
• Hardware migration
• Software migration
• Change management
• Asset management
• CAP planning