Service Delivery Manager – Day 2 Managed Services
3 days ago
Overview An experienced Service Delivery Manager to oversee the end-to-end delivery and performance of Day 2 managed services. Acting as the primary point of contact for clients, this role ensures alignment with SLAs, operational standards, and customer expectations while driving continuous service improvement. The Service Delivery Manager will bridge technical teams, business stakeholders, and clients — combining operational governance, strategic leadership, and customer engagement to deliver resilient and value-driven services. Key Responsibilities Client & Stakeholder Management: Serve as the main liaison between clients, service delivery teams, and internal stakeholders. Conduct regular service reviews, communicate performance results, and build strong client relationships to ensure satisfaction and retention. Support contract compliance, renewal discussions, and commercial alignment of delivery with business outcomes. Service Delivery & Governance: Manage end-to-end delivery of Day 2 managed services, ensuring SLA adherence and consistent service quality. Oversee incident escalations, coordinate root cause analysis (RCA), and ensure effective resolution and preventive measures. Lead change management processes, ensuring service readiness for updates, enhancements, and transformation initiatives. Maintain service documentation, not limited to playbooks, runbooks, and workflows. Performance Monitoring & Improvement: Monitor service delivery KPIs, identify risks and bottlenecks, and implement corrective actions. Drive continual service improvement (CSI) through data-driven analysis, process optimization and automation, and adoption of emerging technologies. Partner with governance, security, and operations teams to ensure regulatory compliance and alignment with industry standards (e.g., ISO27001, ISO9001). Leadership & Resource Management: Lead cross-functional teams of engineers, service managers, and specialists to ensure smooth delivery. Manage vendor relationships, ensuring performance standards are met and collaboration is effective. Contribute to resource planning and cost optimisation to support business objectives. Qualifications Experience: 7+ years in IT service delivery, managed services, or IT operations, with 5+ years in a client-facing role. Leadership & Governance: Proven ability to manage diverse teams, vendors, and clients across complex environments. Service Management Expertise: Strong understanding of ITIL frameworks, SLA governance, change management, and CSI practices. Technical Awareness: Familiarity with IT operations, cybersecurity, cloud, and infrastructure environments. Certifications: ITIL Foundation (V3/V4), PMP or equivalent project/service management certifications strongly preferred. #J-18808-Ljbffr
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