Service Delivery Manager

Job Description

We are seeking a dynamic and experienced Service Delivery Manager to join our team supporting a global client. The ideal candidate will be responsible for leading digital workplace transformation initiatives, managing large-scale IT operations, and ensuring the highest standards of service delivery and client satisfaction.

Key Responsibilities

• Oversee end-to-end IT operations devices via Microsoft Intune and manage mailboxes, application packaging, print services, and Power Platform governance.
• Lead the transformation of Service Desk operations, including the integration of Gen AI-powered bots to enhance user experience and align with strategic business objectives.
• Lead Power Platform transformation to optimize automation and application management.
• Drive digital workplace transformation through agentic workflows in Microsoft 365 and Intune, piloting innovative use cases to improve organizational agility.
• Maintain consistently high service performance and financial health for key accounts through proactive delivery and cost control.
• Achieve substantial reductions in Service Desk volume while maximizing user satisfaction.
• Collaborate with cross-functional teams and stakeholders to ensure technology initiatives are aligned with business goals.
• Conduct regular service reviews, ensure SLA adherence, and promote a high-performance culture through leadership and mentoring.
• Develop, implement, and monitor ITIL-based processes to ensure continuous improvement in service delivery.
• Manage incident, problem, and change management processes to minimize service disruptions and ensure compliance.
• Analyze service delivery metrics and prepare detailed reports for senior management, highlighting trends, risks, and opportunities for improvement.
• Serve as the primary point of contact for client escalations, ensuring timely resolution and maintaining strong client relationships.
• Identify and implement automation opportunities to streamline operations and reduce manual effort.
• Support budgeting, forecasting, and P&L management for service delivery operations.
• Lead and mentor a diverse team of IT professionals, fostering a culture of collaboration, accountability, and continuous learning.
• Ensure compliance with security policies, data privacy regulations, and organizational standards.

Qualifications

• Bachelor’s degree in computer science, Information Technology.
• 10+ years of experience in IT service delivery management, with a focus on digital workplace transformation.
• Strong expertise in Microsoft Intune, Microsoft 365, Citrix, Service Desk operations, and application packaging.
• Experience with ITIL-based service improvements and AI-led automation.
• Proven ability to manage budgets, drive cost control, and deliver high levels of client satisfaction.
• Certified Scrum Product Owner (CSPO), ITIL® Foundation, and Azure Fundamentals preferred.
• Excellent leadership, communication, and stakeholder management skills.

Key Skills

• Digital Workplace Transformation
• Service Delivery & Governance
• AI-Led Automation & Service Optimization
• Project & Transformation Management
• Budgeting & P&L Ownership
• Service Desk Management
• ITIL® Foundation & Process Improvement