Senior Service Delivery Manager

About the Role

We are looking for a seasoned Service Delivery Manager to take charge of the comprehensive delivery process of IT services, ensuring they meet project goals and client requirements. The role demands practical expertise in areas such as Business Intelligence, Data Warehousing, Data Analytics, Data Management, or Data Governance.

Primary Responsibilities

• Manage the full lifecycle of IT service delivery aligning with project targets and customer expectations.
• Serve as the central liaison for clients, managing escalations, resolving service issues, and driving improvements.
• Oversee project execution within the agreed scope, timeline, and budget, upholding Service Level Agreements and Key Performance Indicators.
• Track service delivery expenses and budgets, ensuring optimal resource usage and cost controls are in place.
• Spot and pursue opportunities that reduce costs and add value for both clients and the company.
• Work collaboratively with cross-disciplinary teams such as engineers, quality assurance, and operations to ensure high-quality deliverables.
• Monitor key performance metrics to identify areas requiring improvement and implement corrective measures accordingly.
• Champion ongoing enhancement programs targeted at improving operational efficiency, service quality, and client satisfaction.
• Anticipate and manage risks connected to service delivery, deploying preventive approaches to maintain smooth functioning.
• Conduct regular progress meetings with stakeholders to communicate status and developments clearly.
• Ensure all activities comply with company policies, standards, and ITIL frameworks.
• Cultivate strong client relationships built on trust and collaboration to support long-term partnerships.
• Keep abreast of sector developments and best practices in service delivery by engaging in relevant events and training.