It Service Delivery Manager

Role Objective: Manage end-to-end IT operations, service delivery, team performance, customer satisfaction, compliance, and business growth while ensuring adherence to contractual commitments and organizational standards.
Key Responsibilities:

• Manage daily operations, service delivery, and SLA compliance.
  
• Drive team performance through KPI monitoring, coaching, and competency development.
  
• Conduct regular customer governance reviews and manage escalations.
  
• Ensure compliance with ITIL processes, HAM, SAM, Information Security, and SOP adherence.
  
• Monitor ticket queues, incident management, and project deliveries within timelines.
  
• Implement continuous improvement initiatives to reduce incidents and improve productivity.
  
• Maintain customer satisfaction score of 9+/10 through proactive engagement and user delight practices.
  
• Ensure role backups, cross-training, and succession planning for all critical resources.
  
• Support business growth by identifying opportunities and generating leads.
  
• Manage operational reporting, audits, compliance documentation, and financial governance.
  

Key Success Metrics:

• 100% SLA & Contract Compliance
  
• CSAT 9/10
  
• Quarterly Incident Reduction
  
• Timely Escalation Closure
  
• 100% Reporting & Compliance Adherence
  
• High Team Productivity & Skill Development

Regards Role & responsibilities

Preferred candidate profile