The Service Delivery Manager will be responsible for overseeing end-to-end service delivery, ensuring SLA and OLA compliance, and acting as the key liaison between business stakeholders, vendors, and IT operations. The role focuses on operational excellence, stakeholder satisfaction, and continual service improvement.
Key Responsibilities
Govern overall service delivery performance, ensuring compliance with SLAs and OLAs.
Act as the primary point of contact between business units, vendors, and IT operations teams.
Develop, monitor, and maintain Service Level Agreements (SLAs) and performance reports.
Conduct regular service review meetings with stakeholders and senior management.
Ensure effective incident, problem, and change management processes are followed.
Manage resource allocation and oversee service-related budgets.
Lead and drive continual service improvement initiatives.
Ensure service continuity, risk mitigation, and business resilience strategies are in place.
Required Skills & Qualifications
ITIL 4 Managing Professional (MP) Certification (mandatory).
Strong knowledge of COBIT and ISO 20000 standards.
Excellent stakeholder management and communication skills.
Proven experience in contract and vendor management.
Strong analytical and reporting skills using tools such as Power BI, Excel, and ServiceNow dashboards.
Strategic mindset with strong leadership and team coordination abilities
Job Type: Full-time
Work Location: Remote
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