Service Delivery Manager

Job Description

POSITION PURPOSE The Service Delivery Manager (SDM) is accountable for ensuring the consistent and high-quality delivery of IT services and support across IDP’s production environments, working in close collaboration with the Service Desk, infrastructure, application support teams, CRM teams, and third-party vendors. The SDM is also responsible for driving operational excellence, automation, AI-driven support, continual service improvement (CSI), and enhancing customer satisfaction. Service Management & Customer Satisfaction Responsibility Measure Serve as the single point of accountability for end-to-end service delivery and performance. Customer Satisfaction Score (CSAT) Ensure services align with business expectations and SLAs/OLAs are consistently met. % SLA Compliance Lead monthly and quarterly service reviews. Number of Improvement Actions Identified & Tracked Major Incident Management (MIM) Responsibility Measure Act as the Major Incident Manager for Severity 1/critical incidents. Mean Time to Resolve (MTTR) for Sev 1 Incidents Conduct After Action Reviews (AARs) within 48 hours. % AARs Completed on Time Drive root cause analysis. % of RCAs Implemented Operations Oversight & Vendor Management Responsibility Measure Collaborate with vendors for efficient service delivery. Vendor SLA Adherence Monitor infrastructure health. System Uptime % Track vendor performance. Quarterly Vendor Scorecard Rating Data-Driven Insights, Reporting & Automation Responsibility Measure Monitor and report on SLAs, KPIs, and incident trends. Accuracy & Timeliness of Reports Use Now Assist/AI tools for proactive management. % Reduction in Manual Effort via Automation Present insights to influence strategic decisions. Number of Strategic Changes Implemented Based on Insights CRM & Customer Engagement Systems Responsibility Measure Manage CRM platforms (Salesforce, SAP C4C, MS Dynamics, etc.). CRM System Uptime & Response Times Leverage CRM analytics for service performance. Number of Improvements Initiated via CRM Insights Collaborate with CRM owners for integration stability. CRM Incident Closure Rate Within SLA Continuous Service Improvement Responsibility Measure Lead initiatives for process and service enhancements. % of CSI Actions Completed Promote automation and AI-driven improvements. % Increase in Automated Transactions Implement ITIL best practices. % Audit Compliance to ITIL Standards Change & Release Governance Responsibility Measure Support CAB meetings and change evaluation. % of Changes Without Backout or Failure Ensure business alignment for changes. Business Approval Rate for Changes Project Transitions Responsibility Measure Ensure readiness during new service transition. % of Projects Transitioned Without Major Issues Represent service operations in go-live. Transition Checklist Compliance Rate Team Collaboration & Leadership Responsibility Measure Foster a culture of ownership and responsiveness. Internal Engagement/Feedback Score Mentor staff for key roles. % of Team with Role Readiness Plans Privacy, Security & Compliance Responsibility Measure Align with data privacy/security standards. % Compliance in Security Audits Identify/escalate security risks. Number of Security Incidents Detected Early Experience & Qualifications 10+ years of experience in IT service delivery, production support, or operations. Proven expertise in managing high-severity incidents and leading support operations. Strong experience with ITSM tools (e.g., ServiceNow), CRM platforms (e.g., Salesforce, MS Dynamics, SAP C4C), automation frameworks, and AI/ML-powered tools like Now Assist. Familiarity with cloud platforms (AWS/Azure), DevOps, and modern monitoring tools. ITIL Foundation certification (v3/v4) mandatory; ITIL Intermediate/Expert preferred. LEADERSHIP & BEHAVIORAL COMPETENCIES Demonstrates urgency and accountability in resolving critical issues. Strong interpersonal and communication skills; can influence at senior levels. Collaborative and team-oriented with a focus on stakeholder satisfaction. Analytical thinker with a continuous improvement mindset. Ability to work under pressure, manage priorities, and drive results. Show more Show less