The Service Delivery Manager is responsible for overseeing the successful delivery of services to a portfolio of clients, ensuring that service commitments are met while driving operational excellence and continuous improvement. This role acts as the primary point of contact for service-related matters, managing service performance, stakeholder relationships, governance processes, budgeting, and service enhancement initiatives.

The Service Delivery Manager develops and maintains tailored Service Delivery Plans aligned with each client's business objectives, service expectations, and strategic priorities. The role requires strong leadership, communication, financial management, and client engagement skills to ensure high levels of customer satisfaction and service quality.

Key Responsibilities

Service Delivery Management

• Manage the end-to-end delivery of services for assigned clients, ensuring adherence to agreed service levels and contractual commitments.
• Develop, maintain, and continuously refine customized Service Delivery Plans based on client priorities and evolving business requirements.
• Monitor service performance against Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and contractual obligations.
• Ensure timely identification, escalation, and resolution of service-related issues and risks.
• Facilitate regular service review meetings with clients and internal stakeholders.

Client Relationship Management

• Serve as the primary service management contact for assigned clients.
• Build and maintain strong, trusted relationships with client stakeholders at operational and management levels.
• Understand client business objectives and translate them into service improvement initiatives.
• Proactively communicate service performance, risks, opportunities, and recommendations.
• Manage client expectations and ensure high levels of customer satisfaction.

Change Management

• Oversee and coordinate service-related changes in accordance with established change management processes.
• Assess the impact of proposed changes on service quality, business operations, and customer outcomes.
• Collaborate with technical and operational teams to ensure successful implementation of approved changes.
• Ensure appropriate communication, documentation, and stakeholder engagement throughout the change lifecycle.

Continuous Service Improvement

• Identify opportunities to improve service quality, operational efficiency, and customer experience.
• Drive continuous improvement initiatives through data analysis, service reviews, customer feedback, and performance metrics.
• Establish improvement roadmaps and track progress against agreed objectives.
• Promote best practices and a culture of service excellence across teams.

Financial and Commercial Management

• Ensure accurate and timely billing of delivered services in accordance with contractual agreements.
• Monitor service budgets, forecasts, and financial performance.
• Track service consumption and costs to ensure alignment with agreed budgets.
• Lead discussions with clients regarding budget reviews, service scope adjustments, and required financial changes.
• Support contract renewals, service expansions, and commercial discussions where applicable.

Team Leadership and Coaching

• Act as a mentor and motivator for operational and customer-facing teams.
• Support and co-coach customer and service delivery teams to drive performance and service excellence.
• Foster collaboration between internal teams, client stakeholders, and third-party suppliers.
• Encourage accountability, continuous learning, and professional development within teams.

Governance and Reporting

• Prepare and present regular service performance reports, dashboards, and executive summaries.
• Ensure compliance with organizational policies, contractual obligations, and governance frameworks.
• Maintain accurate service documentation, operational procedures, and reporting records.
• Participate in audits, reviews, and governance meetings as required.

Requirements

• Bachelor's degree in Business Administration, Information Technology, Engineering, or a related field, or equivalent professional experience.
• Proven experience in Service Delivery Management, Account Management, IT Service Management, or a related customer-facing operational role.
• Strong understanding of Service Level Management, Change Management, Incident Management, and Continuous Improvement methodologies.
• Experience managing client relationships and stakeholder engagement.
• Demonstrated experience in budget management, forecasting, and financial oversight.

Preferred Qualifications

• ITIL Foundation or higher certification.
• Project Management certification (e.g., PMP, PRINCE2, Agile, Scrum).
• Experience working within managed services, technology services, or enterprise service environments.
• Knowledge of service governance frameworks and operational excellence methodologies.