Job Overview : We are seeking a results-driven Service Delivery Manager with 5-9 years of experience to oversee and optimize service delivery across our client portfolio. You will ensure high-quality service performance, build strong relationships with stakeholders, manage escalations, and drive continuous improvement in service management processes. Key Responsibilities : Service Management & Delivery : Ensure high levels of customer satisfaction through effective service delivery and management. Oversee the end-to-end delivery of IT or business services to meet agreed SLAs and KPIs. Monitor performance metrics and prepare service reports for clients and internal leadership. Stakeholder Engagement : Act as the main point of contact for client service-related issues and escalations. Build and maintain strong relationships with customers and internal delivery teams. Team Leadership & Coordination : Coordinate cross-functional teams to ensure timely resolution of service issues. Provide mentoring and direction to junior delivery staff or support teams. Process Improvement : Identify gaps and inefficiencies in service delivery processes; implement improvements. Participate in audits and support compliance with relevant standards (e.g., ITIL, ISO). Project Support : Support the delivery of new services, transitions, and transformation initiatives. Collaborate with project managers to align service capabilities with project deliverables. Required Skills & Qualifications : Bachelors degree in Information Technology, Business Administration, or related field. 5-9 years of experience in a service delivery or client management role. Proven experience managing service performance in complex, multi-client environments. Strong knowledge of ITIL practices (certification preferred). Excellent problem-solving, communication, and stakeholder management skills. Strong organizational and multitasking abilities. Preferred Qualifications : Experience in cloud-based or digital service environments. Experience managing third-party vendors or offshore delivery teams. PMP or similar project management certification is a plus. Familiarity with service tools such as ServiceNow, Jira, or equivalent. Key Competencies : Customer-centric mindset Analytical thinking Leadership and team collaboration Conflict resolution Time and priority management #J-18808-Ljbffr