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: Bach