IT Service Delivery Manager

Position Overview The IT Service Delivery Manager isresponsible for ensuring the consistent and high-quality delivery of a broadrange of IT services to customers, including infrastructure, applications suchas SAP, cloud environments, network solutions, and managed security services.This role oversees daily operations, maintains compliance with service levelagreements (SLAs), and builds strong customer relationships by pinpointingservice challenges and initiating continuous improvement efforts. Key dutiesinclude leading regular service reviews, coordinating cross-functional teams,and developing strategic improvement plans and projects within a 6 to 18-monthtimeframe. Key Responsibilities · Supervise the delivery andperformance of various technology services, including IT infrastructure, SAPand other business applications, cloud platforms, networking solutions, andmanaged security services. · Ensure that all customer-facingservices consistently fulfill or surpass contractual SLAs. · Manage daily operationalprocesses such as incident, problem, and change management to ensure seamlessservice delivery. · Conduct weekly and monthlyservice reviews with customers, including the presentation of SLA dashboards,ticket resolution statistics, response times, and root cause analysis (RCA)reports. · Engage directly with customersto understand operational challenges and areas of concern, document feedback,and identify actionable improvements. · Develop, propose, and overseeimprovement plans and strategic projects that align with both customer needsand organizational objectives, with a focus on initiatives to be implementedwithin a 6- to 18-month period. · Collaborate with both internalteams and external vendors to resolve service issues and maintain continuousservice availability. · Maintain thorough documentationof service performance, review outcomes, and ongoing improvement initiatives. Required Skills and Qualifications · Bachelor’s degree inInformation Technology, Computer Science, or a related discipline; advancedcertifications such as ITIL or PMP are preferred. · At least five years ofexperience in IT service delivery management, overseeing diverse technologyenvironments. · Strong understanding of publiccloud environments like AWS, Azure. · Comprehensive understanding ofIT infrastructure, enterprise applications (including SAP), cloud technologies,networking, and managed security services. · Demonstrated success in managingSLA-driven environments and achieving operational excellence. · Strong analytical abilities tointerpret SLA dashboards and performance metrics. · Excellent communication andpresentation skills suitable for both technical and non-technical audiences. · Proven leadership and teamcoordination capabilities. · Customer-focused approach witha proactive attitude toward solving problems and driving continuousimprovements. · Experience in project planningand execution, especially in environments involving multiple stakeholders. Performance Metrics · Achievement rates of SLAsacross all managed services. · Ticket resolution and responsetimes that meet established targets. · Timely and accurate completionof root cause analyses (RCAs). · Effective identification andimplementation of improvement plans and strategic projects. · Customer satisfaction ratingsand feedback collected during service reviews. · Upsell of services in accounts beingmanaged. Opportunities for Growth · Lead and execute upsellable improvementinitiatives and strategic projects. · Drive transformation acrosstechnology portfolios and expand the range of service offerings. · Develop expertise in emergingIT solutions and industry best practices. · Advance into senior leadershippositions within service management or technology operations.