Service Delivery Manager

<h2>Job Description:</h2><ul>
<li>Serve as the primary point of contact for service delivery matters</li>
<li>Ensure services are delivered in accordance with SLAs and quality standards</li>
<li>Monitor KPIs (response time, resolution time, uptime, customer satisfaction)</li>
<li>Manage escalations and ensure timely issue resolution</li>
<li>Lead incident management and post-incident reviews (RCA)</li>
<li>Coordinate service transitions, upgrades, and changes</li>
<li>Provide regular service performance reports to clients and senior management</li>
<li>Lead and support service delivery teams to meet operational targets</li>
<li>Drive continuous service improvement initiatives</li>
</ul><h2>Requirements</h2><h3>Qualifications:</h3><ul>
<li><strong>Bachelor’s degree in Business, IT, Engineering, or related field</strong></li>
<li><strong>3 years of experience in service delivery, IT operations, or managed services</strong></li>
<li><strong>Proven experience managing client relationships in SLA driven environments</strong></li>
<li>Strong knowledge of incident, problem, and change management processes</li>
<li>Experience leading cross functional technical teams</li>
<li>Strong reporting and documentation skills</li>
<li><strong>ITIL certification (preferred)</strong></li>
</ul>