Service Delivery Manager

We are looking for an experienced Service Delivery Manager to oversee and manage the delivery of services to our clients. The Service Delivery Manager will ensure the delivery of high-quality services and meet client expectations within established service level agreements (SLAs).

Key Responsibilities:

• Manage and monitor the delivery of services to ensure adherence to SLAs and client expectations
• Develop and maintain positive relationships with clients, stakeholders, and team members
• Lead and manage integration support teams, ensuring consistent coverage, timely resolution, and adherence to SLAs.
• Oversee incident, problem, and change management processes, ensuring service quality and compliance with internal protocols.
• Act as the escalation point for service-related issues, working with internal and external teams to resolve critical incidents.
• Collaborate closely with integration engineers and solution teams to ensure operational readiness and issue prevention.
• Track service delivery KPIs, analyze trends, and deliver performance and incident reports to senior stakeholders.
• Coordinate shift planning, workload management, and staffing for cross-regional support coverage.
• Drive continuous improvement initiatives, reduce issue recurrence, and improve resolution times.

Technical Skills:

• Minimum 7 years of experience in Service Delivery Management, with a focus on integration support or application operations.
• Proven experience managing distributed teams, preferably within a 24/7 operational support model.
• Strong understanding of integration technologies, API platforms, and middleware tools (e.g., Mulesoft, Kafka, Control-M, Talend).
• Sound knowledge of ITIL processes, particularly incident, problem, and change management.
• Strong leadership, coordination, and communication skills.
• Ability to thrive in high-pressure environments and manage competing priorities effectively.