We are seeking an experienced Service Delivery Manager (SDM) to oversee end-to-end managed services delivery across multiple client environments. This role is responsible for ensuring service excellence, SLA performance, customer satisfaction, and operational governance.
Key Responsibilities Service Delivery & Operations · Manage end-to-end service delivery across multiple customer accounts · Act as the primary operational point of contact for clients · Ensure SLA/KPI achievement and contractual compliance · Oversee performance across Service Desk, Infrastructure, Cloud, Network, Security, and EUC · Coordinate cross-functional teams, vendors, and stakeholders · Manage escalations, risks, and service priorities
Customer & Governance Management · Build strong relationships with customer stakeholders · Lead governance meetings, service reviews, and QBRs · Present service performance, risks, and improvement initiatives · Drive customer satisfaction and handle escalations
Operation...