Service Delivery Manager – IT Managed Services & ITSM

About the role

The Senior Service Delivery Manager – IT Managed Services & ITSM is responsible for end‑to‑end delivery, governance and continuous improvement of managed IT services for enterprise customers. You will act as the main interface between customers and internal technical teams, ensuring compliance with SLAs, KPIs, OLAs and ISO standards.

Key responsibilities

• Manage delivery of IT Managed Services in line with contractual obligations and service commitments.
• Monitor service performance, identify risks and drive corrective actions to maintain high availability and reliability.
• Develop and execute Continual Service Improvement (CSI) plans to enhance service quality and customer experience.
• Serve as primary point of contact for assigned customers, building long‑term relationships and understanding business objectives.
• Lead cross‑functional technical teams and oversee service automation and transformation initiatives.

Required profile

• Proven experience in senior service delivery or ITSM roles within managed services environments.
• Strong knowledge of ITIL processes, ISO IEC 20000 compliance and service governance.
• Excellent stakeholder management and ability to drive process optimisation.

Required skills

• Service Performance Reporting & Analytics
• Major Incident & Problem Management
• SLA, KPI & OLA Management
• ISO IEC 20000 Compliance
• Project & Change Management
• Continual Service Improvement (CSI)
• Cross‑Functional Technical Team Leadership
• Risk & Audit Compliance Management
• Service Governance & Operational Management
• Customer Stakeholder Management
• Process Design & Optimization
• IT Service Management (ITSM)
• IT Managed Services Delivery
• Service Automation Transformation
• ITIL Framework Process Management