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We are seeking a Service Delivery Manager to lead and own end-to-end IT service delivery, ensuring SLA and OLA performance, contract compliance, and continual service improvement. You will serve as a trusted client partner, managing communication and relationships, while driving service performance through data insights, proactive risk reduction, and reporting. This role includes managing financials, budgets, and profitability, identifying opportunities for optimization, and providing leadership to cross-functional teams to foster accountability and operational excellence. You will also chair service reviews, escalations, and Change Advisory Boards to align with client priorities.What youll do:Service Management & Accountability:Acts as the ultimate accountable owner for all service delivery outcomes across the full IT service landscapeOwns governance, SLAs, OLAs, service reporting, continual service improvement, contract management, and audit readinessChairs and governs service review forums, escalation reviews, and improvement initiativesOwns contract governance including scope control, change management, commercial compliance, and risk management across the contract lifecycleIdentifies opportunities for automation, process improvement, and risk reductionAligns improvement initiatives with client business priorities.Collaborate with internal teams to streamline processes, resolve challenges, and optimize service delivery efficiency.Chairs or participates in CAB as accountable service owner.Ensures structured planning, defined timelines, risk registers, and documented outcomes for projectsClient Relationship Management:Be a trusted partner to the clientServes as the single point of accountability for client communication and relationship managementMaintains structured engagement at strategic, tactical, and operational levelsLeads service review meetings, escalation management discussions, and renewal conversationsEnsures timely, clear, and consistent communication during incidents, changes, and high?impact eventsAct as a client advocate within the organization, ensuring their needs are understood and met across all service delivery functions.Service Performance & ReportingOwns SLA performance, trend analysis, and corrective action plansEnsures accurate, disciplined service reporting with actionable insightsTracks incident, problem, change, and availability metrics to prevent repeat escalationsUses data to drive service maturity and proactive risk reductionAccountable for major incident governance, business communication, and post-incident reviewsEnsures escalation thresholds are managed proactivelyFina https://www.executiveplacements.com/Jobs/S/Service-Delivery-Manager-SDM-1278279-Job-Search-04-07-2026-05-00-15-AM.asp?sid=gumtree

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