The
Service Delivery Manager (SDM)
is responsible for overseeing the end-to-end delivery and management of digital workplace services, ensuring SLAs, XLAs, customer satisfaction, and operational efficiency. This role involves working closely with cross-functional teams, including Service Desk, Deskside Support, IT Service Management, IT Innovation & Governance to drive high standards in service delivery and continuous improvement.
Key Responsibilities: Service Delivery Management - Manage the delivery of digital workplace services across client’s end user environments, ensuring alignment with SLAs, XLAs and customer expectations. Oversee the daily operations of environments, including asset management, incident management, change control, and problem resolution. Act as the primary point of contact for clients, addressing their needs, concerns, and requests promptly and professionally. Proactively identify issues and work with the respective teams to resolve incidents and perfo...