Service Delivery Manager (SDM)

You will own the daily operational delivery and project execution for a set of customers, serving as the primary interface between technical teams, customer stakeholders, and US-based counterparts.

Responsibilities

• Lead customer meetings, define agendas, and produce minutes of meeting while maintaining professional relationships and driving customer satisfaction.
• Convert technical work breakdown structures into detailed project plans, managing resource assignments, dependencies, milestones, critical paths, and cost optimization.
• Own the ticketing queue for assigned customers, ensuring complete triage, timely updates, proper prioritization, and accurate task status communication to stakeholders.
• Monitor service level agreement (SLA) adherence, compile operational reports, and track resource utilization, project costs, and profitability metrics.
• Manage escalation paths and crisis incidents, mitigating risks and ensuring clear communication of expectations when delivery deviates from plans.

Required Skills

• 10-15 years of experience in service delivery or project management roles.
• Hands-on technical background with prior experience in Windows server administration.
• Proficiency in project planning tools and methodologies, including WBS, critical path analysis, and resource leveling.
• Strong understanding of IT infrastructure components including Linux, Exchange, VMware, cloud services, networking, storage, and backups.
• Proven ability to manage ambiguity and handle difficult customer interactions with empathy and a service mindset.
• Experience with ticketing systems, SLA reporting, and financial tracking for project invoicing.
• Excellent written and verbal communication skills for cross-functional and international stakeholder management.