Job Description
Role Summary
We are seeking a Service Delivery Manager to lead end-to-end IT service delivery for a large enterprise
managed services engagement. The role owns SLA performance, stakeholder relationships, and the operating
cadence of a multidisciplinary IT team across infrastructure, applications, and end-user services.
Key Responsibilities
Own service delivery against agreed SLAs/SLOs and report performance to senior stakeholders.
Lead the weekly/monthly governance cadence (operations review, change board, problem review).
Manage escalations across L1/L2/L3 layers and drive root-cause closure for major incidents.
Run capacity, demand, and resourcing plans; coordinate onboarding/transition of new resources.
Drive continuous service improvement (CSI) initiatives and quarterly service reviews.
Own the comm...
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