As a Service Delivery Manager (SDM), you will be responsible for ensuring the smooth and efficient delivery of IT services in a 24/7 infrastructure environment. You will play a critical role in maintaining elevated levels of customer satisfaction by overseeing service delivery and working with technical teams. This is a key customer facing role.
Core Responsibilities
- Create, manage, and monitor the delivery of IT services to meet established service level agreements (SLAs), key performance indicators (KPIs), service improvements plans (SIPs) and root cause analysis (RCA).
- Collaborate with cross-functional teams to ensure seamless service delivery and issue resolution.
- Collaborate with other SDMs to provide follow-the-sun coverage ensuring day to day running of the customer systems are always running smoothly.
- Develop and implement incident and problem management processes to minimize service disruptions.
- Coordinate incident response and resolution efforts, including after-hours support when necessary.
- Conduct post-incident reviews and root cause analysis to prevent recurrence.
- Continuously assess service quality and identify areas for improvement.
- Build and maintain strong relationships with key stakeholders and customers.
- Act as the primary point of contact for service-related inquiries and escalations.
- Gather feedback from customers and incorporate it into service improvement initiatives.
- Collaborate with third-party vendors and service providers to ensure their services align with business needs.
- Monitor and enforce security measures to protect infrastructure assets and data.
- Maintain accurate records of service performance, incidents, and resolutions.
- Prepare and present regular reports on service delivery metrics to management.
- Seek new approaches and tooling to simplify and accelerate delivery.
- Contribute to a good team spirit.
Skills & Requirements
Proven experience in service delivery management in a 24/7 infrastructure environment.
Experience of delivery managed service to external business customers.
Strong technical background and understanding of IT infrastructure components across compute, storage, networking etc.
Excellent communication skills and experience working collaboratively with systems engineers, developers, administrators, and business partners.
Project management skills and experience are desirable.
Ability to work flexible hours and participate in an on-call rotation as needed.
ITIL & Agile certifications or equivalent process management certifications are a plus.
Understanding and experience of working in secure environments under ISO27001 or equivalent.
Bachelor's degree in information technology, Computer Science, or ability to prove an aptitude for structured academic learning.
