The Senior Service Delivery Manager (SDM) is responsible for ensuring high-quality IT managed services delivery to clients while maintaining SLAs improving operational efficiency and driving customer satisfaction. This role involves managing a team of service professionals optimizing IT service operations and fostering strong client relationships to ensure the smooth execution of IT managed services including cloud network security and application support.
Key Responsibilities:
1. Service Delivery Management & Operations:
- Oversee end-to-end IT managed services delivery ensuring compliance with SLAs and KPIs.
- Lead service teams in managing incidents requests problem resolution and change management.
- Continuously optimize IT operations by implementing ITIL best practices and automation.
- Maintain high availability of critical IT infrastructure applications and cloud environments.
- Ensure proactive monitoring reporting and service reviews to minimize downtime.
2. Client & Stakeholder Management:
- Act as the primary point of contact for clients ensuring expectations are met or exceeded.
- Conduct regular client meetings QBRs (Quarterly Business Reviews) and service improvement discussions.
- Address escalations resolve service-related issues and manage crisis situations effectively.
- Work closely with internal teams (network security cloud DevOps) to deliver seamless service.
3. ITIL & Service Management Excellence:
- Implement and enforce ITIL best practices for service delivery incident problem and change management.
- Develop and maintain service catalogs SLAs and operational procedures.
- Drive service improvement initiatives using ITSM platforms like ServiceNow BMC Remedy or Manage Engine
4. Financial & Performance Management:
- Manage service budgets cost optimization and resource allocation.
- Drive service revenue growth and profitability by identifying upsell opportunities.
- Track key performance indicators (KPIs) and service efficiency metrics.
5. People & Vendor Management:
- Lead and mentor a team of service desk engineers technical support staff and service managers.
- Conduct performance reviews training programs and succession planning.
- Manage third-party vendors and service providers to ensure contractual adherence.
6. Security Compliance & Risk Management:
- Ensure IT services comply with industry regulations (ISO 27001 GDPR NIST).
- Enforce security best practices incident response and data protection policies.
- Mitigate risks by conducting regular service audits and assessments.
Qualifications :
Minimum Qualifications:
- Bachelors in computer science or a related field.
- ITIL v4 PMP PRINCE2 Certified
- 8 years in IT service delivery with 5 years in a managerial role
- ITSM platforms (ServiceNow BMC Remedy Freshservice).
- Cloud platforms (AWS Azure GCP).
- Networking cybersecurity and IT infrastructure.
- DevOps and automation tools (Ansible Terraform Kubernetes)
Desired Qualifications:
- Masters degree in IT
- 10 years in IT service delivery with 5 years in a managerial role
Remote Work :
No
Employment Type :
Full-time
Key Skills IT Experience,Data Center Experience,Problem Management,Network Management,Management Experience,Solaris,Customer Support,ServiceNow,IT Service Management,ITIL,Project Management,Operating Systems
Experience: years
Vacancy: 1