Service Delivery Manager

Service Delivery Manager

This role involves managing performance metrics, driving operational excellence, and contributing to the continuous improvement of service management practices. As a key leader, you'll work closely with stakeholders to ensure high-quality delivery and outstanding customer satisfaction.

Responsibilities

• Take a proactive approach in recommending technologies, tools, and methodologies, while promoting the best service management practices
• Perform tasks to monitor service delivery against service level agreements and maintain relevant records
• Monitor service performance metrics, liaise with managers and customers, and ensure team capacity aligns with demand
• Analyze service records regularly to identify required actions to sustain or enhance service levels and initiate these actions
• Drive operational Service Review meetings with customer stakeholders
• Manage staffing efforts to align resources with successful service delivery
• Contribute to P&L optimization by identifying operational efficiencies
• Support presales efforts through estimations, operating model reviews, and documentation
• Share best practices, delivery expertise, and process improvements across the organization
• Oversee delivery governance, resolve complex issues, and ensure operating models and service management practices are of the highest standards
• Ensure the effective monitoring of service delivery and implement identified improvements
• Establish and review operational methods, procedures, and tools for efficiency and effectiveness
• Negotiate with stakeholders regarding disruptions or major amendments to service provision
• Develop and execute succession plans for projects within designated accounts
• Create and maintain a service catalog, negotiate service level requirements with customers, and diagnose delivery issues to ensure resolutions

Requirements

• 16-18 years of relevant working experience with excellent project management skills and leadership abilities
• Expertise in ITSM-related activities such as change management, incident management, governance, and risk compliance
• Knowledge of Information Technology Infrastructure Library, Jira, and Scrum methodologies
• Strong communication, organization, and interpersonal skills
• B2+ English proficiency level to effectively manage global teams and interact with customers
• Professional seniority at B1/B2 levels demonstrated by strategic thinking and accountability
• Background in remote work environments with proven capability to handle distributed teams