Service Delivery Manager

About the role

The Service Delivery Manager serves as the primary liaison between clients and internal service teams, ensuring the consistent delivery of high-quality managed IT services. This role serves as the primary point of contact for assigned clients, overseeing service quality, resource coordination, strategic account planning, and continuous process improvement to ensure engagements are delivered efficiently, profitably, and aligned with client business objectives.

Requirements

• Bachelor's degree in information technology, Business Management, or a related field.
• Minimum of 3-5 years of experience in IT consulting or a related field.
• Proven track record in managing IT service delivery with a strong focus on client satisfaction.
• Excellent interpersonal and communication skills.
• Strong problem-solving and critical-thinking abilities.
• Familiarity with IT service management tools and methodologies.

What You'll Own

• Manage the delivery of IT consulting engagements, ensuring they are aligned with client expectations, within scope, and within budget.
• Oversee the entire service delivery lifecycle, from engagement kickoff, recurring touchpoints, and strategic road mapping and goal setting.
• Implement and maintain quality assurance processes to ensure the highest service standards.
• Serve as the main point of contact for clients, building strong, long-lasting client relationships.
• Address any service-related concerns, issues, or feedback from clients, ensuring their satisfaction.
• Cookordinate with technical and consulting teams to allocate resources effectively based on engagement needs.
• Continuously assess and improve service delivery processes to enhance efficiency and effectiveness.
• Work with other departments to streamline inter-departmental processes.
• Maintain engagement budgets, ensuring optimal cost management and profitability.
• Work with finance and sales teams to forecast revenue and costs related to service delivery.
• Provide regular updates on service delivery metrics, client feedback, and team performance to senior management.
• Identify and report on trends, challenges, and opportunities in the IT consulting landscape.