Service Delivery Manager

About the role

The Service Delivery Manager ensures that services are delivered efficiently, consistently, and in line with business requirements, service standards, and customer expectations. This role coordinates operational activities, monitors performance, and drives continuous improvement to maintain a high‑quality customer experience.

Key responsibilities

• Oversee service delivery processes and ensure compliance with agreed service requirements.
• Monitor key service indicators, review performance reports, and identify service gaps.
• Proactively manage operational risks, recurring issues, resource constraints, and potential disruptions.
• Conduct service review meetings, gather feedback, manage escalations, and communicate updates to stakeholders.
• Coordinate incident, problem, and change management activities, including root‑cause analysis and corrective actions.
• Maintain service‑level agreements, operational procedures, performance targets, and documentation.
• Collaborate with technical, operations, finance, security, and other teams to align activities with business priorities.

Required profile

• Strong leadership, communication, and organizational abilities.
• Proactive, customer‑focused mindset with excellent problem‑solving skills.
• Ability to manage competing priorities and drive continuous service improvements.
• Experience in service delivery management, operational processes, and performance management.

Required skills