Senior Service Delivery Manager

Role Overview

Responsible for ensuring the successful delivery of Managed Services in accordance with Service Level Agreements (SLAs), meeting customer expectations, maintaining high customer satisfaction, and driving effective, efficient, and sustainable service operations.

Key Responsibilities

• Manage end-to-end service delivery, ensuring compliance with SLAs, KPIs, and contractual commitments.
• Oversee 24x7 service operations, service transition, service acceptance, and continuous service improvement initiatives.
• Serve as the primary escalation point for customers and build strong relationships with key stakeholders.
• Lead service review meetings (Weekly, Monthly, and Quarterly Business Reviews) and monitor customer satisfaction (CSAT/NPS).
• Govern IT service management processes, including Incident, Problem, Change, Req...