Service Delivery Manager

Service Delivery Manager Job Description Template

Our company is looking for a Service Delivery Manager to join our team.


  • Develop reports of process performance and compliance and present/deliver to various levels of management;
  • Support other duties assigned by manager;
  • Participate in recurring and adhoc ITSM meetings (Change Advisory Board, Problem Advisory Board, Major Incident Reviews);
  • Conduct audits of Incidents, Changes, Problem tickets to ensure proper processes were followed;
  • Provide guidance and training to support adoption of key ITSM processes (Incident, Problem, Change, etc);
  • Identify process efficiencies and improvements for existing processes or tool improvements to support the process;
  • Liaison with the internal groups;
  • Manage and mentor junior advisory staff; adhere to professional practice requirements;
  • Manage engagements according to KPMG’s financial/cost management policies;
  • Review and identify root cause for all escalated service requests and use this information to improve continuously within Tier 3 and Tier 2 teams;
  • Collaborate with other internal teams to train using process and procedures based on historical experience;
  • Lead and support business development activities, including identification, proposal development, and other pursuit activities;
  • To oversee the resolution to issues that require escalation beyond normal process or that result from a customer complain;
  • Develop, define, and deliver advisory methodologies for project, program or portfolio management services;
  • Ensure customer are fully informed throughout escalation process.


  • Assessing customer feedback and using your creativity to establish, improve, and refine services;
  • Monitors and manages all facets of the hardware services department;
  • Engages internal and external resources to provide proactive maintenance, as well as ongoing maintenance to ensure Service Level Agreements are met;
  • Determining ways to reduce costs without sacrificing customer satisfaction;
  • Experience in service management, service delivery, and/or process management;
  • Ability to work both autonomously and in a team environment;
  • Familiarity with financial systems and software;
  • Strong understanding of the software development life cycle;
  • Travel may be up to 80-100%
  • Business Administration or Operations certification;
  • Familiarity with CA Clarity for project tracking;
  • Proficiency with Microsoft Office especially Word, Excel and PowerPoint;
  • Familiarity with financial systems such as ComSci and Adaptive;
  • Demonstrated ability to work with a wide array of technical and managerial personnel to solve complex problems;
  • Pro-active self-starter with high level of initiative; strong sense of ownership and urgency.