Job Overview:
We are seeking a results-driven Service Delivery Manager with 5-9 years of experience to oversee and optimize service delivery across our client portfolio. You will ensure high-quality service performance, build strong relationships with stakeholders, manage escalations, and drive continuous improvement in service management processes.
Key Responsibilities:
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Service Management & Delivery:
Ensure high levels of customer satisfaction through effective service delivery and management.
Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs.
Monitor performance metrics and prepare service reports for clients and internal leadership.
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Stakeholder Engagement:
Act as the main point of contact for client service-related issues and escalations.
Build and maintain strong relationships with customers and internal delivery teams.
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Team Leadership & Coordination:
Coordinate cross-functional teams to ensure timely resolution of service issues.
Provide mentoring and direction to junior delivery staff or support teams.
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Process Improvement:
Identify gaps and inefficiencies in service delivery processes; implement improvements.
Participate in audits and support compliance with relevant standards (e.g., ITIL, ISO).
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Project Support:
Support the delivery of new services, transitions, and transformation initiatives.
Collaborate with project managers to align service capabilities with project deliverables.
Required Skills & Qualifications:
Bachelors degree in Information Technology, Business Administration, or related field.
5-9 years of experience in a service delivery or client management role.
Proven experience managing service performance in complex, multi-client environments.
Strong knowledge of ITIL practices (certification preferred).
Excellent problem-solving, communication, and stakeholder management skills.
Strong organizational and multitasking abilities.
Preferred Qualifications:
Experience in cloud-based or digital service environments.
Experience managing third-party vendors or offshore delivery teams.
PMP or similar project management certification is a plus.
Familiarity with service tools such as ServiceNow, Jira, or equivalent.
Key Competencies:
Customer-centric mindset
Analytical thinking
Leadership and team collaboration
Conflict resolution
Time and priority management
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