About the role
This role oversees service operations, manages client relationships, ensures service-level agreements (SLAs) are met, and continuously improves service processes to enhance customer satisfaction and operational efficiency.
Conduct regular client meeting, CUstomer satisfaction Surveys and Ensure all Support and Project and Support related work is perfectly Handled.
Ensure Thorough Documentations, Records, Execution of the Project on Set SOW on Standard SOPs.
Oversee Knowledge base and ensure best customer service.
Requirements
Bachelor’s degree in Business Administration, Information Technology, or related field.
Experience in service delivery, IT operations, or client management.
Strong understanding of service management frameworks such as ITIL.
Excellent communication and stakeholder management skills.
Strong problem-solving and decision-making abilities.
Experience managing SLAs, KPIs, and service performance metrics.
Ability to lead cross-functional teams and manage escalations effectively.
Benefits1. Improved Service Quality
A Service Delivery Manager ensures services are delivered consistently and meet Service Level Agreements (SLAs), improving overall service quality.
SDMs act as the main point of contact for clients, ensuring quick issue resolution and strong client relationships.
The role involves managing teams, stakeholders, and service processes, helping develop strong leadership and management skills.
SDM roles can lead to higher positions such as:
IT Operations Manager
Program Manager
Delivery Head
Director of Operations
Chief Operations Officer (COO)
Service Delivery Managers often receive competitive salaries, bonuses, and performance incentives.