Service Delivery Manager

Key Responsibilities

• Own and manage end-to-end service delivery for assigned accounts/projects


• Ensure adherence to SLAs, KPIs, and contractual commitments


• Monitor service performance and proactively address risks and issues


• Drive incident, problem, and change management processes


• Ensure service continuity and operational stability

• Act as the primary point of contact for customers on service delivery matters


• Build strong relationships with customer stakeholders


• Conduct service reviews, governance meetings, and performance reporting


• Handle escalations effectively and ensure timely resolution

• Work closely with delivery, engineering, QA, and support teams


• Ensure optimal resource allocation and utilization


• Support onboarding, knowledge transitions, and team enablement


• Coach and mentor team members to improve delivery maturity

• Drive process improvements using ITIL / Agile / DevOps best practices


• Identify opportunities for automation, cost optimization, and efficiency


• Implement best practices for quality, compliance, and governance


• Support audits and compliance requirements (ISO, SOC, GxP, etc., if applicable)

• Track service costs, margins, and effort


• Support invoicing, forecasting, and budget management


• Assist in renewals, change requests, and upsell opportunities