Service Delivery Manager
J M Group Inc
We are looking for an experienced Service Delivery Manager SDM to lead end-to-end service delivery client engagement resource management and operational excellence across multiple projects and accounts The ideal candidate should possess strong stakeholder management skills a proven track record in service delivery and experience managing global teams within an IT services environment
Key Responsibilities
Service Delivery Management
Manage end-to-end service delivery for assigned accounts and projects
Ensure adherence to SLAs KPIs and contractual commitments
Drive operational excellence and continuous service improvement initiatives
Monitor project health risks dependencies and escalations
Ensure timely and high quality delivery of services
Client Stakeholder Management
Act as the primary point of contact for client delivery related matters
Build and maintain strong relationships with client stakeholders
Conduct regular governance meetings and service reviews
Address and resolve customer concerns and escalations proactively
Ensure high customer satisfaction and account growth
Resource Team Management
Manage resource planning allocation and utilization
Lead cross functional and geographically distributed teams
Support recruitment onboarding and workforce planning activities
Mentor team members and drive performance management initiatives
Foster a culture of collaboration and accountability
Financial Management
Track project revenue margins and profitability
Manage budgeting forecasting and cost optimization
Ensure accurate invoicing and revenue recognition
Support business growth through demand planning and resource forecasting
Risk Compliance Management
Identify delivery risks and implement mitigation plans
Ensure compliance with organizational and client policies
Support audits security requirements and governance processes
Monitor adherence to quality standards and best practices
Required Skills
- 8 years of experience in IT Services Consulting or Managed Services
- 3 years of experience in Service Delivery Management
- Strong understanding of ITIL processes and service management frameworks
- Experience managing multiple projects and client engagements
- Proven ability to handle stakeholders at various levels
- Strong project management and risk management skills
- Excellent communication negotiation and leadership abilities
- Experience with resource management and workforce planning
Preferred Skills
- Experience in Insurance Banking Healthcare or Financial Services domains
- Knowledge of Agile Scrum and Waterfall methodologies
- Experience with Managed Services engagements
- Familiarity with ServiceNow Jira MS Project or similar tools
- ITIL Foundation Intermediate Certification
- PMP Prince2 or Scrum certifications are an advantage
Educational Qualification
- Bachelors Degree in Engineering Technology Computer Science or related field
- MBA or equivalent qualification is preferred
Key Competencies
- Strategic Thinking
- Customer Focus
- Team Leadership
- Problem Solving
- Conflict Resolution
- Decision Making
- Stakeholder Management
- Financial Acumen
- Operational Excellence
$105k - $150k
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