Service Delivery Manager

Key Responsibilities

• Lead and manage a large IT support organization operating in a 24x7 service delivery environment.
• Oversee teams across Service Desk, Deskside Support, Network Support, Voice Support, and Asset Management functions.
• Ensure consistent service performance and minimize operational disruptions through proactive incident and service management.
• Drive operational excellence by implementing process improvements, service enhancements, and best practices.
• Build strong relationships with business leaders and key stakeholders, acting as a trusted advisor for service delivery matters.
• Monitor service levels, operational KPIs, customer satisfaction metrics, and governance requirements.
• Lead and develop managers and team members, fostering a high-performance culture.
• Manage escalations effectively and ensure timely resolution of critical incidents.
• Collaborate with global teams to align delivery standards and support strategic initiatives.

Requirements

• 12 to 15 years of overall IT industry experience.
• At least 5 years of leadership experience managing medium to large-scale IT operations teams.
• Proven experience managing teams of 30+ employees across multiple support functions.
• Strong background in Service Delivery Management, IT Service Management (ITSM), and Service Desk Operations.
• Demonstrated experience in Incident Management and Major Incident Response.
• ITIL certification is required.
• Strong stakeholder management, governance, and customer engagement skills.
• Experience leading teams within a global or multinational service environment.
• Excellent communication, people leadership, and problem-solving capabilities.

Preferred Experience

• Exposure to managing geographically distributed support teams.
• Experience supporting North American or global business operations.
• Track record of driving service improvement, operational efficiency, and customer satisfaction initiatives.

Key Competencies

• Service Delivery Leadership
• ITIL & ITSM
• Incident & Problem Management
• Operational Excellence
• Stakeholder Management
• Team Leadership & Development
• Customer Experience Management
• Process Improvement & Governance

Additional Information

• Work Arrangement: Onsite
• Shift: Monday to Friday, 7:00 PM – 4:00 AM