Service Delivery Manager

Job Summary The Onsite Service Delivery Manager (SDM) will act as the primary interface between the client and delivery organization, ensuring seamless execution of IT services in alignment with contractual SLAs, KPIs, and business objectives. This role is responsible for service governance, stakeholder engagement, operational performance, escalation management, and continuous improvement, while coordinating closely with offshore teams, vendors, and internal stakeholders. ________________________________________ Key Responsibilities 1. Service Delivery & Operations Own end-to-end service delivery for all in-scope IT services at client location Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments Drive incident, service request, problem, and change management processes Monitor service performance and implement corrective actions to improve service quality ________________________________________ 2. Client & Stakeholder Management Act as the single point of contact (SPOC) for client stakeholders Build strong relationships with business and IT leadership Conduct daily/weekly/monthly governance meetings Provide executive-level updates, dashboards, and service reviews (SteerCo) ________________________________________ 3. Incident & Escalation Management Lead major incident management (P1/P2) and ensure timely resolution Drive RCA reviews and track corrective and preventive actions (CAPA) Manage critical escalations with a proactive and assertive approach ________________________________________ 4. Team & Vendor Management Coordinate with onsite, offshore, and third-party teams Ensure optimal resource utilization and skill alignment Monitor vendor performance and compliance with SLAs Foster a collaborative and high-performance team environment ________________________________________ 5. Service Governance & Reporting Establish strong governance frameworks and reporting cadence Publish RAG status, service dashboards, and KPIs for leadership review Track metrics such as: SLA compliance Incident resolution trends Same-day closure rates Ticket backlog and aging ________________________________________ 6. Continuous Improvement & Transformation Identify opportunities for automation, optimization, and cost efficiency Drive process standardization and best practices (ITIL framework) Lead initiatives in: ServiceNow / ITSM optimization End-user experience improvements Automation (e.g., Power BI, scripting, integrations) ________________________________________ 7. Transition & Change Management Support service transitions and stabilization (project to BAU) Ensure smooth onboarding of new services or enhancements Govern change implementation with minimal business disruption ________________________________________ Required Skills & Competencies Technical & Process Strong expertise in ITIL-based service management processes Experience in IT infrastructure services (EUC, network, cloud, service desk, etc.) Familiarity with tools like ServiceNow, Power BI, monitoring tools ________________________________________ Leadership & Functional Strong stakeholder management and communication skills Proven ability in handling escalations and crisis situations Experience managing global delivery models (onsite/offshore) Data-driven decision-making and analytical mindset ________________________________________ Soft Skills Excellent communication and presentation skills (executive-level) Strong problem-solving and decision-making ability High ownership, accountability, and customer focus ________________________________________ Qualifications Bachelor’s degree in Engineering, IT, or related field ITIL Certification (preferred) PMP / Prince2 (good to have) ________________________________________ Success Criteria Consistent SLA and KPI achievement High customer satisfaction (CSAT) scores Reduction in incidents, backlog, and recurring issues Improved operational efficiency and automation adoption #J-18808-Ljbffr BULLIT MANAGEMENT SERVICES LIMITED