Service Delivery Manager

Job Overview: We are seeking a results-driven Service Delivery Manager with 5-9 years of experience to oversee and optimize service delivery across our client portfolio. You will ensure high-quality service performance, build strong relationships with stakeholders, manage escalations, and drive continuous improvement in service management processes. Key Responsibilities: - Service Management & Delivery: - Ensure high levels of customer satisfaction through effective service delivery and management. - Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs. - Monitor performance metrics and prepare service reports for clients and internal leadership. - Stakeholder Engagement: - Act as the main point of contact for client service-related issues and escalations. - Build and maintain strong relationships with customers and internal delivery teams. - Team Leadership & Coordination: - Coordinate cross-functional teams to ensure timely resolution of service issues. - Provide mentoring and direction to junior delivery staff or support teams. - Process Improvement: - Identify gaps and inefficiencies in service delivery processes; implement improvements. - Participate in audits and support compliance with relevant standards (e.g., ITIL, ISO). - Project Support: - Support the delivery of new services, transitions, and transformation initiatives. - Collaborate with project managers to align service capabilities with project deliverables. Required Skills & Qualifications: - Bachelors degree in Information Technology, Business Administration, or related field. - 5-9 years of experience in a service delivery or client management role. - Proven experience managing service performance in complex, multi-client environments. - Strong knowledge of ITIL practices (certification preferred). - Excellent problem-solving, communication, and stakeholder management skills. - Strong organizational and multitasking abilities. Preferred Qualifications: - Experience in cloud-based or digital service environments. - Experience managing third-party vendors or offshore delivery teams. - PMP or similar project management certification is a plus. - Familiarity with service tools such as ServiceNow, Jira, or equivalent. Key Competencies: - Customer-centric mindset - Analytical thinking - Leadership and team collaboration - Conflict resolution - Time and priority management Originally posted on Himalayas