Service Delivery Manager

JOB DESCRIPTION Key Responsibilities Service Delivery & Operations • Manage end-to-end service delivery across multiple customer accounts • Act as the primary operational point of contact for clients • Ensure SLA/KPI achievement and contractual compliance • Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC • Coordinate cross-functional teams, vendors, and stakeholders • Manage escalations, risks, and service priorities Customer & Governance Management • Build strong relationships with customer stakeholders • Lead governance meetings, service reviews, and QBRs • Present service performance, risks, and improvement initiatives • Drive customer satisfaction and handle escalations Operational Governance • Monitor SLA performance, KPIs, ticket trends, and service quality • Ensure adherence to ITIL processes (Incident, Problem, Change Management) • Maintain operational documentation (SOPs, runbooks, reports) • Manage vendor performance and contractual obligations Service Transition & Continuous Improvement • Support onboarding and transition to BAU operations • Identify operational risks and gaps during transition • Drive service improvement, automation, and optimization initiatives Collaboration • Partner with Sales/Account teams on customer retention and growth • Work with technical teams and vendors to ensure seamless service delivery Requirements • Degree/Diploma in IT, Computer Science, Engineering, or related field • Minimum 5 years of experience in IT Service Delivery within a Managed Services environment • Proven experience managing multiple customer accounts • Experience leading cross-functional technical teams and vendors • Strong knowledge of ITIL processes and service management practices • Excellent stakeholder management, communication, and presentation skills JOB REQUIREMENTS Please refer to job description for more details. BUSINESS SEGMENT Connectivity PLATFORM Operating Division