DTICI_Global SIAM_Delivery Manager_T6

Job Summary 

The Service Delivery Manager is responsible for managing end-to-end IT service delivery, ensuring services are delivered as per agreed SLAs, KPIs, and business expectations. The role focuses on operational excellence, client satisfaction, service quality, and continuous improvement while acting as the primary interface between clients, technical teams, and support functions. 

Key Responsibilities: 

Key Responsibilities: 

• Manage end-to-end IT service delivery and ensure adherence to SLAs and KPIs.  

• Act as the primary point of contact for clients and stakeholders.  

• Build and maintain strong client relationships to ensure high satisfaction levels.  

• Oversee incident, problem, and change management processes.  

• Ensure timely resolution of production issues and critical incidents.  

• Lead cross-functional teams including support, infrastructure, and application teams.  

• Drive service improvement plans and operational efficiency initiatives.  

• Monitor service performance and provide regular reports to stakeholders.  

• Manage escalation handling and ensure quick resolution of issues.  

• Ensure compliance with ITIL processes, security standards, and governance policies.  

• Handle capacity planning, resource management, and service continuity.  

• Manage financial aspects including budgeting, cost control, and invoicing (if applicable).  

• Support transition of new services/projects into steady-state operations.