Job Description
We are seeking an experienced Service Delivery Manager (SDM) to oversee end-to-end managed services delivery across multiple client environments. This role is responsible for ensuring service excellence, SLA performance, customer satisfaction, and operational governance.
Key Responsibilities
Service Delivery & Operations
· Manage end-to-end service delivery across multiple customer accounts
· Act as the primary operational point of contact for clients
· Ensure SLA/KPI achievement and contractual compliance
· Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC
· Coordinate cross-functional teams, vendors, and stakeholders
· Manage escalations, risks, and service priorities
Customer & Governance Management
· Build strong relationships with customer stakeholders
· Lead governance meetings, service reviews, and QBRs
· Present service performance, risks, an...