Service Delivery Manager

SERVICE DELIVERY MANAGER

• 8+ years of experience in IT service delivery, with at least 3 years in an SDM role.

• Strong knowledge of ITIL framework and service management best practices.

• Hands-on experience in managing EUS operations, including desktop support, remote

support, and service desk functions.

• Excellent stakeholder management, communication, and leadership skills.

• Experience working in an IT-managed services or outsourcing environment.

• Ability to handle high-pressure situations and manage escalations effectively.

• Strong analytical and problem-solving skills with a focus on continuous improvement.

• Travel may be required based on business needs.

• Flexibility to work in different shifts, including 24x7 operations if needed.

The Service Delivery Manager (SDM) is responsible for ensuring seamless IT support services for

end users, managing service delivery teams, and ensuring compliance with SLAs. The SDM will

work closely with stakeholders to drive efficiency, improve service quality, and enhance the overall

user experience.

Key Responsibilities:

• Service Delivery & Operations Management:

• Oversee end-to-end EUS service delivery, including incident management, service requests,

and problem resolution.

• Ensure adherence to ITIL best practices and maintain SLA compliance.

• Monitor key performance indicators (KPIs) and service metrics to drive continuous

improvement.

• Stakeholder & Customer Management:

• Act as the primary point of contact for customer escalations and service issues.

• Conduct regular service review meetings with clients and internal teams.

• Drive customer satisfaction by addressing concerns and improving service delivery.

• Team Leadership & Performance Management:

• Lead and mentor the EUS team, including engineers, support staff, and technicians.

• Define roles and responsibilities, ensuring optimal resource utilization.

• Conduct training and upskilling sessions to enhance technical and soft skills.

• Incident & Problem Management:

• Ensure timely resolution of critical incidents and minimize business impact.

• Perform root cause analysis (RCA) for recurring issues and implement corrective actions.

• Drive proactive measures to prevent service disruptions.

• Process Improvement & Automation:

• Identify areas for process optimization and automation.

• Implement self-service tools and knowledge management initiatives.

• Collaborate with IT teams to enhance the digital workplace experience.

• Compliance & Reporting:

• Ensure compliance with IT security and regulatory requirements.

• Generate monthly service reports, including SLA performance and improvement plans.

• Track budget and cost optimization strategies for EUS operations.