Job Summary
The Service Delivery Manager serves as the main operational liaison for designated clients, ensuring the effective coordination of contracted services while overseeing performance metrics in relation to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). This role is vital in driving operational reviews, handling incident escalations, and promoting ongoing improvement initiatives within various cross-functional teams.
Responsibilities
- Act as the primary contact for assigned clients regarding operational matters.
- Coordinate and ensure the delivery of contracted services.
- Monitor and assess performance against established SLAs and KPIs.
- Facilitate regular operational reviews and assessments.
- Manage and escalate incidents effectively to ensure timely resolution.
- Support and lead continuous improvement efforts across teams.
Qualifications
- Bachelor’s degree required.
- A minimum of four years’ experience in service delivery or IT operations.
- Familiarity with ITIL principles is essential.
- Proficient in ServiceNow and budget management.
- Experience in hybrid technology environments is necessary.
- Strong communication and analytical skills are crucial for success in this role.
