Service Delivery Manager

As a Service Delivery Manager (SDM) in our Managed Services team, your role is crucial in ensuring end-to-end service delivery while upholding service quality, SLA adherence, and operational efficiency. You will be leading a team of technical engineers, acting as the primary point of contact for customer engagements and escalations. Key Responsibilities: - Lead and manage a team of up to 10 technical engineers - Monitor and drive team OKRs and performance - Conduct regular performance reviews and provide feedback - Drive service delivery performance across enterprise accounts - Ensure 100% adherence to internal and external SLAs - Monitor service dashboards and implement corrective actions - Maintain a strong customer-first and ownership culture - Drive customer satisfaction initiatives - Maintain an annual CSAT score of 4+ - Prepare and present service reports and dashboards - Ensure project deliverables meet agreed SLAs - Foster cross-team collaboration for service and project execution Skills: - Strong written and verbal communication - Stakeholder management - Cross-team collaboration - Data-driven decision-making - SLA and service governance Traits: - Confident and proactive - Decisive and ownership-driven - Calm under pressure - Punctual and disciplined Knowledge & Experience: - 610 years in Managed Services / Service Delivery roles - High-level understanding of cloud and security domains - Strong knowledge of ITIL concepts - Experience in reporting and analytics Qualifications Required: - Bachelors degree in Engineering / IT / Computer Science (preferred) - ITIL Certification (preferred) - Service Delivery / Project Management certifications (good to have) As a Service Delivery Manager (SDM) in our Managed Services team, your role is crucial in ensuring end-to-end service delivery while upholding service quality, SLA adherence, and operational efficiency. You will be leading a team of technical engineers, acting as the primary point of contact for customer engagements and escalations. Key Responsibilities: - Lead and manage a team of up to 10 technical engineers - Monitor and drive team OKRs and performance - Conduct regular performance reviews and provide feedback - Drive service delivery performance across enterprise accounts - Ensure 100% adherence to internal and external SLAs - Monitor service dashboards and implement corrective actions - Maintain a strong customer-first and ownership culture - Drive customer satisfaction initiatives - Maintain an annual CSAT score of 4+ - Prepare and present service reports and dashboards - Ensure project deliverables meet agreed SLAs - Foster cross-team collaboration for service and project execution Skills: - Strong written and verbal communication - Stakeholder management - Cross-team collaboration - Data-driven decision-making - SLA and service governance Traits: - Confident and proactive - Decisive and ownership-driven - Calm under pressure - Punctual and disciplined Knowledge & Experience: - 610 years in Managed Services / Service Delivery roles - High-level understanding of cloud and security domains - Strong knowledge of ITIL concepts - Experience in reporting and analytics Qualifications Required: - Bachelors degree in Engineering / IT / Computer Science (preferred) - ITIL Certification (preferred) - Service Delivery / Project Management certifications (good to have)