Job Description

The Service Delivery Manager is responsible for ensuring exceptional delivery of managed IT services, driving customer satisfaction, and maintaining alignment between business goals and technical initiatives. This role requires a strong combination of leadership, technical expertise, and business acumen to manage client relationships, oversee service performance, and lead cross-functional teams in a fast-paced, enterprise environment.

Key Responsibilities

• Maintain overall responsibility for customer satisfaction through effective delivery of managed IT services.
• Collaborate with senior IT leadership to shape and execute IT strategy and technology direction.
• Engage with executive stakeholders to align IT initiatives with strategic business objectives.
• Lead, mentor, and manage cross-functional teams to ensure consistent, high-quality service delivery.
• Conduct regular client review meetings to assess business goals, performance metrics, and technology needs.
• Develop and present annual technology roadmaps, budgets, and performance reports for each client.
• Identify and communicate potential risks related to compliance, cybersecurity, and industry standards.
• Drive opportunities for process improvement and automation through technology enablement.
• Oversee internal support and engineering teams to ensure seamless delivery of services and issue resolution.
• Educate clients on emerging technology trends and best practices within their industry.
• Provide technical guidance to resolve escalated issues and ensure effective problem management.
• Ensure adherence to ITIL, Agile, and project management frameworks to improve operational maturity.
• Manage multiple simultaneous projects, ensuring on-time and within-budget delivery.
• Lead vendor management, contract negotiations, and SLA compliance to optimize performance.
• Build and maintain strong client relationships , acting as a trusted advisor and customer advocate.
• Partner with Legal, Risk, and Operations teams to ensure compliance and policy alignment.

Required Skills & Experience

• 10+ years of experience in IT Service Delivery, preferably within a Managed Service Provider (MSP) or IT consulting environment.
• Proven experience managing large application stacks across infrastructure and multi-cloud environments.
• Strong technical foundation with a business-driven mindset and deep leadership and people management skills.
• Demonstrated success in project management, major incident management , and service governance.
• Solid understanding of ITIL , Agile , and project management methodologies .
• Experience in data-driven decision making , performance analysis, and continuous service improvement.
• Excellent communication, presentation, and stakeholder management skills.
• Proven ability to develop and maintain documentation including policies, processes, and procedures.
• Experience delivering in fast-paced, enterprise technology environments .

Education

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related field required.
• Advanced certifications such as ITIL, PMP, or Cloud certifications (AWS, Azure, GCP) are a plus.

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