Service Delivery Manager

Senior Service Delivery Manager
We are looking for an experienced Senior Service Delivery Manager with 12 to 17 years of experience to lead service delivery and manage key client accounts. You will act as the main point of contact between clients and internal teams and ensure services are delivered efficiently and aligned with business goals.
Key Responsibilities
Define and drive service delivery strategy
Manage client accounts including budgeting costs and revenue growth
Build strong relationships with senior stakeholders at CXO level
Ensure delivery meets SLA and MSA commitments
Lead and mentor large cross functional teams
Handle escalations and critical issues
Drive continuous improvement using ITIL Lean or Six Sigma practices
Requirement
12 to 17 years of experience with at least 5 years in leadership roles
Bachelors degree required MBA preferred
Certifications like ITIL PMP or COBIT are a plus
Experience in managed services cloud platforms such as AWS or Azure and ITSM tools like ServiceNow or Jira
Strong communication stakeholder management and problem solving skills
KPIs
Client satisfaction including CSAT and NPS
Financial performance including budget and margins
SLA compliance
Account retention and growth