Service Delivery Manager

Responsibilities

• Handle financial and stakeholder management, including project P&L, gross margin optimization, steering committee facilitation, and client expectations management
• Drive pre-sales & solutioning for services by designing 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, covering service delivery framework, managed services agreements (MSAs), operational governance, and CSAT/NPS
• Oversee the delivery and rollout of on-premise and cloud IT infrastructure and services, covering network, server, backup, and related capabilities
• Coordinate IT operations and service delivery together with the client, internal teams, and company headquarters
• Plan, scope, coordinate, and supervise the deployment of network and infrastructure capabilities across client environments
• Handle daily delivery activities, timelines, dependencies, risks, issues, and action plans
• Confirm that new services are properly provisioned and satisfy agreed requirements for availability, resilience, security, scalability, and supportability
• Collaborate with Dev, QA, BA, infrastructure, operations, and support teams to guarantee smooth service delivery
• Track and report on SLAs, KPIs, service performance, and delivery status

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