Service Delivery Manager

Service Delivery Manager Job Description Template

Our company is looking for a Service Delivery Manager to join our team.


  • To be hands-on and technically minded in effectively dealing with IT service incidents, requests, problems and changes;
  • Build relationships with internal stakeholders across various departments: Service, Operations, Project Management Infrastructure;
  • Consult with clients regarding strategic, organisational and operational challenges;
  • Create KPI reports to review service performance and drive customer satisfaction;
  • Manage client operational technical teams to ensure timely and accurate completion of operational maintenance;
  • Manage customer accounts for service & new business;
  • Manage ongoing customer satisfaction;
  • Service Desk Management – Managing the activities of the 2nd line application support;
  • Participate in service design and modelling initiatives to effectively support service growth in line with Managed Services strategic growth agenda;
  • Uses best practices and knowledge of internal and external business issues to improve products/services or processes;
  • Assist with the launch of new Managed Services;
  • Manage the relationship and performance of third party suppliers and resources when needed;
  • Availability Management – Maintenance windows agreed with the business, key services;
  • Configuration management – Architect and creation of reliable database;
  • Work alongside other departments to ensure excellent customer service.


  • Understanding financial information;
  • 5 – 10 years IT technical and service delivery management experience;
  • Managed services and cloud based supplier management experience;
  • Coaching and mentoring style of approach when working within own team and with others;
  • The ability to make sound judgements in performing work tasks. Excellent understanding of the importance of business processes and compliance.?
  • Awareness and interest in new technology / processes (Required);
  • Experience of managing suppliers and resources as outsourced contracts when needed;
  • The proven ability to write succinct reports on adherence to SLAs, learnings and improvements for the way forward;
  • Minimum 2 years’ experience in an externally facing SDM role;
  • The ability to build strong collaborative internal and external relationships;
  • Excellent customer service skills;
  • Be competent to a high level of computer literacy;
  • Excellent communication, customer presentation and customer relationship building skills;
  • ITIL certification would be a distinct advantage;
  • Experience of leadership and people management; able to pull together separate teams to deliver a co-ordinated result.