Service Delivery Manager_Contract

Roles & Responsibilities

Job Summary :

The Service Delivery Manager (SDM) is responsible for ensuring that IT services are delivered effectively and efficiently to meet business and client expectations. This role involves managing service performance, leading delivery teams, overseeing vendor relationships, and driving continuous service improvement to maintain high levels of customer satisfaction.

Key Responsibilities :

• Manage end-to-end delivery of IT services, ensuring agreed service levels and KPIs are met.
• Act as the primary point of contact for clients and stakeholders regarding service performance.
• Lead incident, problem, and change management processes to minimize service disruption.
• Develop and maintain strong customer relationships, ensuring consistent communication and updates.
• Monitor service performance through regular reporting, dashboards, and reviews.
• Coordinate with cross-functional teams, vendors, and partners to ensure smooth service operations.
• Identify risks, issues, and areas for service improvement; implement corrective actions.
• Drive continuous improvement initiatives in service delivery, processes, and tools.
• Ensure compliance with ITIL best practices, company policies, and contractual obligations.
• Lead and mentor service delivery teams, providing guidance and performance feedback.

Qualifications & Skills :

Tell employers what skills you have

Vendor Relationships

Leadership

International Business

Change Management

Service Management

Customer Relationships

Retail Banking

Compliance

Project Management

Customer Satisfaction

ITIL

Stakeholder Management

Strategic Partnerships

Delivery Management

People Management

Service Delivery