Service Delivery Manager

We are seeking an experienced Service Delivery Manager (SDM) to lead our Network Managed Services operations. The SDM will oversee a team of approximately 10 engineers, ensuring high-quality service delivery, operational excellence, and continuous improvement across our managed network environments.

This role requires strong leadership, customer management, and a deep understanding of ITIL-based service delivery within a 24x7 operational framework.

Key Responsibilities

• Lead and manage a team of 10 network engineers, including performance reviews, mentoring, and skill development.
• Oversee the end-to-end delivery of network managed services, ensuring SLA and KPI adherence.
• Act as the primary escalation point for incidents, problems, and service requests.
• Drive operational excellence through process improvement, automation, and proactive monitoring.
• Manage customer relationships and ensure high levels of satisfaction and service quality.
• Coordinate with internal and external stakeholders for service transitions, change management, and project delivery.
• Generate and analyze reports using Power BI and ServiceNow, providing insights and recommendations for improvement.
• Support the continuous enhancement of IT service processes following ITIL best practices.
• Maintain standby availability for 24x7 escalation support.

Required Skills & Qualifications

Ability to work effectively in a 24x7 operational environment.

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