Service Delivery Manager

The Service Delivery Manager (SDM) is responsible for overseeing the end-to-end delivery of services to clients, ensuring that all project objectives are achieved on time, within budget, and in accordance with established quality standards. This role serves as the primary liaison between project teams, stakeholders, and external vendors, fostering clear communication and collaboration throughout the project lifecycle.

The SDM plays a critical role in optimizing operational performance, proactively resolving service issues, and aligning project outcomes with -business goals. This includes managing enhancements to ensure seamless delivery, mitigating risks, and addressing challenges as they arise. Through strategic oversight and continuous improvement initiatives, the SDM drives client satisfaction and supports long-term service excellence.

• Lead and manage the delivery of services to ensure projects and ongoing support are completed on schedule, within scope, and budget, while meeting or exceeding quality expectations. Monitor service levels, SLAs, and KPIs to ensure performance benchmarks are consistently achieved.
• Serve as primary liaison for clients, fostering strong relationships built on trust, transparency, and responsiveness. Regularly engage with clients to understand their evolving needs, provide status updates, and ensure satisfaction with service delivery.
• Collaborate with internal teams to ensure cohesive execution of project plans. Facilitate communication to align resources, clarify responsibilities, and ensure accountability.
• Leverage industry best practices and emerging technologies to improve service quality, delivery efficiency, and project outcomes. Promote continuous improvement and automation where applicable, while ensuring alignment with stakeholders.
• Manage external vendors and service providers, ensuring contractual obligations are met and that their deliverables align with project timelines and quality standards. Negotiate terms, monitor performance, and escalate issues as needed.
• Analyze service delivery workflows and processes to identify inefficiencies or bottlenecks. Implement improvements to drive productivity and enhance overall service quality and client experience.
• Proactively identify potential risks, service disruptions, and project challenges. Develop and implement mitigation strategies, facilitate rapid issue resolution, and maintain open communication with stakeholders throughout the resolution process.
• Lead the seamless integration of new services, system enhancements, and updates into the existing environment. Ensure proper testing, documentation, and communication are in place to minimize impact and maximize adoption.
• Use dashboards, reporting tools, and regular status briefings to communicate progress to stakeholders and internal executives.
• Generate and present detailed reports on service performance, project status, risks, and achievements to internal leadership and clients. Maintain comprehensive documentation of service delivery processes, decisions, and lessons learned.
• Collaborating with senior management to execute strategies for the continued growth and development of the services organization.

Qualifications

• Masters or Bachelor s degree in Information Technology, Business Administration, or a related field
• Minimum of 8 years of experience in IT service delivery, project management, or program management within a consulting environment.
• Proven track record of managing complex service delivery in fast-paced environments, including overseeing multiple clients or large programs.
• Experience managing vendor relationships and third-party service providers
• Working knowledge of quality assurance methodologies.
• Strong leadership and team management abilities to coordinate cross-functional teams to meet aggressive project timeline.
• Effective problem-solving and conflict resolution skills to handle issues and escalations.
• Excellent presentation skills and ability to interact with all management levels and stakeholders.
• Highly adaptive and flexible to changing environments.
• Analytical mindset and critical thinking.