Service Delivery Manager

The Service Delivery Manager is accountable for the end-to-end delivery, performance, and continuous improvement of managed IT services covering business applications, cloud infrastructure (Azure and on-premise), network, and telephony. The role ensures services meet agreed SLAs, security, availability, performance, and cost targets while coordinating operational teams, vendors, and stakeholders within a managed services framework.

Key ResponsibilitiesService Delivery & Governance

• Own service delivery outcomes across managed application, cloud, network, and telephony services.
• Ensure services consistently meet or exceed SLAs, OLAs, and KPIs related to availability, performance, security, and customer satisfaction.
• Establish and enforce service governance, escalation paths, and operational processes aligned with ITIL best practices.
• Act as the primary point of accountability for service issues, major incidents, and service recovery.
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