Service Delivery Manager, Tech Operation - Managed Service, NSCC - A •STAR RESEARCH ENTITIES

Roles & Responsibilities

Role Purpose

The Service Delivery Manager (SDM) will be responsible for the end-to-end delivery of HPC services to our customers and users, ensuring services meet agreed standards of quality, availability, and performance. This role provides governance, oversight, and business alignment over the services delivered by the Managed Service Provider (MSP), while collaborating closely with the MSP’s Service Delivery Manager to ensure seamless operations and continuous improvement.

Key Responsibilities

Service Governance & Oversight

• Act as the internal owner for all aspects of service delivery and support, accountable to business stakeholders.
• Monitor MSP performance against contractual SLAs / OLAs, ensuring delivery meets or exceeds expectations.
• Lead regular service review meetings with the MSP, internal teams, and business stakeholders.
• Maintain the Service Catalogue, Service Level Agreements (SLAs), and Operational Level Agreements (OLAs).

Customer & Stakeholder Management

Incident, Problem & Change Governance

Continuous Service Improvement (CSI)

Risk, Compliance & Security

Financial & Contract Management

Qualifications & Experience

Essential :

Preferred :

Tell employers what skills you have

Negotiation

IT Service Management

Risk Assessment

Change Management

Emerging Technology

Contract Management

User Experience

Root Cause Analysis

Service Level

Compliance

Problem Management

Customer Satisfaction

ITIL

Stakeholder Management

Service Delivery