Service Delivery Manager

Role Summary

We are seeking a Service Delivery Manager to lead end-to-end IT service delivery for a large enterprise

managed services engagement. The role owns SLA performance, stakeholder relationships, and the operating

cadence of a multidisciplinary IT team across infrastructure, applications, and end-user services.

Key Responsibilities

Own service delivery against agreed SLAs/SLOs and report performance to senior stakeholders.

Lead the weekly/monthly governance cadence (operations review, change board, problem review).

Manage escalations across L1/L2/L3 layers and drive root-cause closure for major incidents.

Run capacity, demand, and resourcing plans; coordinate onboarding/transition of new resources.

Drive continuous service improvement (CSI) initiatives and quarterly service reviews.

Own the commercial health of the engagement: revenue, margin, travel/expense, and sco...