Service Delivery Manager

Responsibilities

• Manage financial and stakeholder aspects, including project P&L, gross margin optimization, steering committee facilitation, and client expectations handling
• Lead pre-sales & solutioning for services by shaping operational models, transition plans, staffing models (24/7 / follow-the-sun), and pricing inputs for new managed services proposals and renewals
• Own managed services account management, encompassing service delivery framework, managed services agreements (MSAs), operational governance, and CSAT/NPS
• Supervise the delivery and rollout of on-premise and cloud IT infrastructure and services, including network, server, backup, and related capabilities
• Coordinate IT operations and service delivery alongside the client, internal teams, and company headquarters
• Plan, scope, coordinate, and monitor the deployment of network and infrastructure capabilities across client environments
• Manage daily delivery activities, timelines, dependencies, risks, issues, and action plans
• Verify that new services are properly provisioned and meet agreed requirements for availability, resilience, security, scalability, and supportability
• Work with Dev, QA, BA, infrastructure, operations, and support teams to ensure smooth service delivery
• Monitor and report on SLAs, KPIs, service performance, and delivery status

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