Service Delivery Manager

Job Description: Serve as the primary point of contact for service delivery matters Ensure services are delivered in accordance with SLAs and quality standards Monitor KPIs (response time, resolution time, uptime, customer satisfaction) Manage escalations and ensure timely issue resolution Lead incident management and post-incident reviews (RCA) Coordinate service transitions, upgrades, and changes Provide regular service performance reports to clients and senior management Lead and support service delivery teams to meet operational targets Drive continuous service improvement initiatives Requirements Qualifications: Bachelor’s degree in Business, IT, Engineering, or related field 3 years of experience in service delivery, IT operations, or managed services Proven experience managing client relationships in SLA driven environments Strong knowledge of incident, problem, and change management processes Experience leading cross functional technical teams Strong reporting and documentation skills ITIL certification (preferred)