We are looking for an experienced Service Delivery Manager to oversee and manage the delivery of services to our clients. The Service Delivery Manager will ensure the delivery of high-quality services and meet client expectations within established service level agreements (SLAs).
Key Responsibilities:
- Manage and monitor the delivery of services to ensure adherence to SLAs and client expectations
- Develop and maintain positive relationships with clients, stakeholders, and team members
- Lead and manage integration support teams, ensuring consistent coverage, timely resolution, and adherence to SLAs.
- Oversee incident, problem, and change management processes, ensuring service quality and compliance with internal protocols.
- Act as the escalation point for service-related issues, working with internal and external teams to resolve critical incidents.
- Collaborate closely with integration engineers and solution teams to ensure operational readiness and issue prevention.
- Track service delivery KPIs, analyze trends, and deliver performance and incident reports to senior stakeholders.
- Coordinate shift planning, workload management, and staffing for cross-regional support coverage.
- Drive continuous improvement initiatives, reduce issue recurrence, and improve resolution times.
Technical Skills:
- Minimum 7 years of experience in Service Delivery Management, with a focus on integration support or application operations.
- Proven experience managing distributed teams, preferably within a 24/7 operational support model.
- Strong understanding of integration technologies, API platforms, and middleware tools (e.g., Mulesoft, Kafka, Control-M, Talend).
- Sound knowledge of ITIL processes, particularly incident, problem, and change management.
- Strong leadership, coordination, and communication skills.
- Ability to thrive in high-pressure environments and manage competing priorities effectively.