Service Delivery Manager – IT Managed Services & ITSM

Job PurposeThe Senior Service Delivery Manager – IT Managed Services & ITSM is responsible for the end-to-end delivery, governance, and continuous improvement of IT Managed Services for assigned enterprise customers.The role serves as the primary interface between customers and internal technical and operational teams, ensuring services are delivered in accordance with contractual commitments, SLAs, KPIs, OLAs, ITIL practices, and applicable ISO standards.The successful candidate will combine strong customer-facing service management capabilities with hands-on knowledge of IT Service Management (ITSM), operational governance, process design, ISO compliance, service improvement, and cross-functional technical operations. The role is accountable for maintaining service availability, reliability, operational efficiency, and customer satisfaction while driving automation and service transformation initiatives.Key ResponsibilitiesService Delivery & SLA ManagementManage the end-to-end delivery of IT Managed Services in accordance with contractual obligations and agreed service commitments.Ensure achievement and compliance with SLAs, KPIs, OLAs, service quality standards, and operational targets.Monitor service performance, identify deviations and risks, and drive appropriate corrective and preventive actions.Ensure high levels of service availability, reliability, performance, and operational efficiency.Track service delivery performance and ensure issues impacting contractual commitments are appropriately escalated and resolved.Develop and drive Continual Service Improvement (CSI) plans to improve service quality and customer experience.Customer Relationship ManagementAct as the primary service delivery point of contact for assigned enterprise customers.Build and maintain strong, long-term relationships with customers and key stakeholders.Understand customer business objectives, operational priorities, and service expectations and ensure IT services remain aligned accordingly.Conduct regular service review and governance meetings with customers.Prepare and present service performance reports, SLA/KPI dashboards, operational reports, service risks, improvement plans, and action trackers.Proactively manage customer expectations, concerns, escalations, and service-related issues.Drive initiatives aimed at improving overall customer satisfaction and service experience.IT Operations & ITSM ManagementCoordinate service delivery across technical and operational teams, including Network Operations Center (NOC), Infrastructure, Cloud, Cybersecurity/Security, and Application Support.Ensure incidents, service requests, problems, and changes are managed effectively in accordance with ITIL best practices and established ITSM processes.Oversee Major Incident Management, including escalation, service restoration, stakeholder communication, and post-incident reviews.Ensure effective Problem Management and Root Cause Analysis (RCA) to minimize recurring incidents.Support effective Change Management to reduce operational risks and service disruption.Ensure appropriate resource planning, capacity management, workload distribution, and operational readiness across delivery teams.Work closely with technical teams to resolve complex service issues and maintain service continuity.ITSM Process Design & ImplementationDesign, implement, maintain, and continuously improve IT Service Management processes and operating models.Ensure ITSM processes are aligned with organizational requirements, customer contracts, and recognized industry best practices.Review existing processes, identify operational gaps and inefficiencies, and implement improvements.Define appropriate service management procedures, workflows, controls, metrics, and governance mechanisms.Promote consistent adoption of ITIL and ITSM practices across service delivery and technical teams. Governance, Risk & Compliance Lead operational governance meetings with customers, management, technical teams, and other internal stakeholders.Monitor compliance with contracts, SLAs, operational commitments, policies, processes, and service obligations.Ensure adherence to ITIL frameworks, organizational policies, governance requirements, and applicable ISO standards.Support and coordinate internal and external audits, risk assessments, compliance reviews, and certification activities.Manage and support ISO compliance and certification processes, particularly standards relevant to IT Service Management and service quality, including ISO/IEC 20000.Track operational risks, audit findings, corrective actions, and compliance requirements through closure.Team Leadership & Stakeholder Management Lead, guide, and mentor Service Delivery Coordinators and operational/technical delivery teams.Establish clear performance objectives, service expectations, and accountability across teams.Conduct regular performance reviews and provide coaching and feedback.Identify capability gaps and define appropriate training and development requirements.Promote a culture of collaboration, ownership, accountability, customer focus, and continuous learning.Lead and coordinate cross-functional teams to achieve service delivery and improvement objectives.Continuous Improvement, Automation & TransformationAnalyze service performance, incidents, operational trends, recurring issues, and customer feedback to identify improvement opportunities.Drive automation initiatives to improve operational efficiency, service quality, and response times.Lead process optimization and service transformation initiatives.Apply structured continuous improvement methodologies to improve service delivery processes.Evaluate opportunities to simplify workflows, reduce manual activities, improve productivity, and enhance service reliability.Support the adoption of industry best practices, tools, technologies, and operating models that enhance managed services delivery.QualificationsBachelor’s degree in Information Technology, Computer Science, Business Administration, or a related discipline.Professional certification in ITIL is strongly preferred/required.Certification or practical experience related to ISO/IEC 20000, ITSM, or quality management frameworks.Project management certification such as PMP or PRINCE2 is highly desirable.Certification or practical experience in Lean, Six Sigma, or another continuous improvement methodology is an advantage.Required Experience & Technical CompetenciesProven experience managing IT Managed Services and enterprise service delivery environments.Strong experience in customer-facing Service Delivery Management and operational governance.Proven experience in designing, implementing, and improving ITSM processes.Strong working knowledge of ITIL processes, particularly Incident, Major Incident, Problem, Change, Service Request, and Continual Service Improvement Management.Strong knowledge of ISO standards, with practical experience supporting or managing ISO compliance and certification processes.Experience managing and reporting against SLAs, KPIs, OLAs, contractual commitments, and service quality metrics.Experience coordinating multidisciplinary technology teams across areas such as NOC, Networks, Infrastructure, Cloud, Cybersecurity, and Applications.Experience managing major incidents, customer escalations, service restoration, RCA, and improvement actions.Experience with service governance, risk management, audits, compliance, and operational reporting.Demonstrated ability to lead cross-functional teams and service improvement projects.Experience with process simulation, process improvement, automation, or workflow optimization tools is an advantage.Core SkillsIT Managed Services DeliveryIT Service Management (ITSM)ITIL Framework & Process ManagementSLA, KPI & OLA ManagementISO/IEC 20000 & ISO ComplianceCustomer & Stakeholder ManagementMajor Incident & Problem ManagementService Governance & Operational ManagementContinual Service Improvement (CSI)Process Design & OptimizationService Automation & TransformationRisk, Audit & Compliance ManagementCross-Functional Technical Team LeadershipService Performance Reporting & AnalyticsProject & Change Management Key Success Attributes The ideal candidate will be a strong customer-facing service leader who can bridge the gap between enterprise customers, contractual requirements, ITSM governance, and technical operations. They should be comfortable managing senior stakeholders and customer escalations while also possessing sufficient technical and process knowledge to challenge delivery teams, identify service gaps, and drive measurable improvements.Strong analytical, problem-solving, communication, presentation, leadership, and stakeholder-management skills are essential, together with the ability to operate effectively across multiple technical domains and manage competing operational priorities.