Senior Service Delivery Manager

About the role

We are seeking a Senior Service Delivery Manager to act as the single point of contact for a large enterprise account. Based onsite at the customer’s office, you will ensure high‑quality delivery of all projects and initiatives, driving performance against service level agreements and fostering strong stakeholder relationships.

Key responsibilities

• Manage end‑to‑end service delivery, including incident resolution, SLA monitoring, and process improvements.
• Lead onsite, remote, and offshore teams across multiple shifts, defining rosters and ensuring 24×7 coverage.
• Facilitate steering committee meetings, drive fast decision‑making, and escalate issues as needed.
• Oversee staffing, hiring decisions, and talent retention while minimizing attrition impact.
• Produce weekly and monthly performance reports for stakeholders and track commercial metrics.
• Coordinate risk and issue management, ensuring proactive communication with customers.
• Conduct customer satisfaction surveys and act on feedback to improve service quality.

Required profile

• Graduate degree in Engineering, Sciences, Business or related field; postgraduate management education preferred.
• Minimum 12 years of experience in IT consulting/services, with at least 5 years in a service delivery management role.
• Proven experience managing SAP projects or service delivery engagements.
• Strong stakeholder management and ability to maintain high CSAT scores.

Required skills

• ITIL certification (strongly preferred).
• Hands‑on experience with SAP solutions.