Job Title:Service Delivery Manager

Overview of the Role: We are seeking a dynamic and experienced Service Delivery Manager (SDM) to join our team.
The SDM will play a crucial role in delivering exceptional service that meets all customer requirements and individual contractual obligations within budget constraints.
This position involves leading new client relationships and building and maintaining strong internal stakeholder relationships.

Responsibilities: The ideal candidate will thrive in a fast-paced environment and maintain high standards of support for our customers.
The successful candidate will need to demonstrate excellent interpersonal and communication skills, as they will work with a range of internal and external stakeholders.

Key Responsibilities:

• Act as the primary customer contact and point of escalation.


• Produce monthly, quarterly, and annual reports for internal and external use.


• Oversee and manage Service Levels (SLAs & KPIs).


• Work across multiple projects with changing priorities.


• Undertake financial responsibility for allocated contracts.


• Manage Incident, Problem, and Change Management Processes.

Skillset & Experience:

Essential Skills:

• Proven experience as a Service Delivery Manager with a strong knowledge of ITIL.


• Bachelor's degree or equivalent experience.


• Excellent relationship management and interpersonal skills.


• Strong communication, influencing, and negotiating skills.


• Experience in Managed Support Services.


• Proficient in presentation and report writing.


• Strong problem-solving and decision-making abilities.