Information Technology Service Delivery Manager
The Service Delivery Manager (SDM) will take full responsibility for managing support services at a designated client site. Acting as the primary point of contact for the client, the SDM will collaborate closely with them to ensure exceptional customer satisfaction. Additionally, the SDM will focus on continuously enhancing the services provided, ensuring efficiency, and driving profitability for the account. Key Responsibilities Serve as the main operational and financial contact between the company and the client. Take full accountability for the financial and operational performance of assigned contracts. Prepare, develop, and present monthly financial reports, including analysis and interpretation, to both the client and senior management. Create and maintain detailed monthly reports on site activities and achievements. Track and report on SLA performance, ensuring comprehensive documentation of results. Ensure adequate staffing levels are maintained and that all team members understand the service delivery requirements. Coordinate internal and client meetings as required. Oversee the implementation and adherence to Health & Safety policies across the site, ensuring compliance with both company and client standards. Maintain and improve the quality assurance processes and procedures, ensuring all deliverables meet agreed standards. Regularly review and update operational processes to improve quality, efficiency, and overall service delivery. Manage all allocated employees on the account, ensuring accountability for their actions and performance. Provide leadership, motivation, and development for team members, conducting appraisals, managing leave, and ensuring employee well-being. Act as a mentor for team members to foster growth and expertise. Manage the procurement and supply chain for materials, ensuring timely delivery to meet service requirements. What We’re Looking For Strong background in telecommunications infrastructure and cabling. Extensive experience in business-as-usual (BAU) support within office or data center environments. Proven supervisory or management experience in similar settings. Familiarity with ITIL-based service measurement frameworks. Skilled in financial and operational report creation, analysis, and presentation. Demonstrated ability to lead, motivate, and develop a team effectively. Experience delivering services in line with contractual obligations and meeting client expectations. This role requires a proactive individual capable of maintaining high standards of service delivery while fostering strong client relationships and optimizing team performance. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology, Management, and Project Management Industries
IT Services and IT Consulting
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The Service Delivery Manager (SDM) will take full responsibility for managing support services at a designated client site. Acting as the primary point of contact for the client, the SDM will collaborate closely with them to ensure exceptional customer satisfaction. Additionally, the SDM will focus on continuously enhancing the services provided, ensuring efficiency, and driving profitability for the account. Key Responsibilities Serve as the main operational and financial contact between the company and the client. Take full accountability for the financial and operational performance of assigned contracts. Prepare, develop, and present monthly financial reports, including analysis and interpretation, to both the client and senior management. Create and maintain detailed monthly reports on site activities and achievements. Track and report on SLA performance, ensuring comprehensive documentation of results. Ensure adequate staffing levels are maintained and that all team members understand the service delivery requirements. Coordinate internal and client meetings as required. Oversee the implementation and adherence to Health & Safety policies across the site, ensuring compliance with both company and client standards. Maintain and improve the quality assurance processes and procedures, ensuring all deliverables meet agreed standards. Regularly review and update operational processes to improve quality, efficiency, and overall service delivery. Manage all allocated employees on the account, ensuring accountability for their actions and performance. Provide leadership, motivation, and development for team members, conducting appraisals, managing leave, and ensuring employee well-being. Act as a mentor for team members to foster growth and expertise. Manage the procurement and supply chain for materials, ensuring timely delivery to meet service requirements. What We’re Looking For Strong background in telecommunications infrastructure and cabling. Extensive experience in business-as-usual (BAU) support within office or data center environments. Proven supervisory or management experience in similar settings. Familiarity with ITIL-based service measurement frameworks. Skilled in financial and operational report creation, analysis, and presentation. Demonstrated ability to lead, motivate, and develop a team effectively. Experience delivering services in line with contractual obligations and meeting client expectations. This role requires a proactive individual capable of maintaining high standards of service delivery while fostering strong client relationships and optimizing team performance. Seniority level
Mid-Senior level Employment type
Full-time Job function
Information Technology, Management, and Project Management Industries
IT Services and IT Consulting
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