Service Delivery Manager

Roles & Responsibilities

Key Responsibilities

Service Framework & ITIL Process Management
Design and implement scalable service delivery frameworks aligned to staff augmentation models
Embed ITIL processes (Incident, Change, Problem, Service Request) to ensure consistency and quality
Support service transition and operational readiness for new roles and functions

Performance Monitoring & Dashboarding
Develop and manage dashboards to track KPIs, SLAs, and service trends
Analyse performance metrics and identify continuous improvement opportunities
Provide regular reports and insights to leadership and governance forums

Governance, Compliance & MSA Management
Ensure compliance with governance frameworks and regulations (GDPR, AML/CFT)
Assess outsourcing risks and coordinate approvals with Compliance teams
Maintain and update Master Services Agreements (MSA) with clear audit trails

Action Tracking & Issue Resolution
Maintain structured action logs for service initiatives and governance actions
Track and follow up on pending actions to ensure timely resolution
Manage escalations and coordinate service recovery with internal and external teams

Stakeholder Engagement & Coordination
Act as the key liaison between internal teams and service providers
Collaborate with hiring managers to align resources with delivery goals
Support onboarding, integration, and ongoing management of augmented staff

Vendor Management
Build and maintain strong relationships with vendors and service partners
Monitor vendor performance, contracts, and compliance standards
Define clear support models and escalation paths
Work with Procurement and Compliance on supplier evaluations and transitions

Key Requirements

Proven experience in Service Delivery Management or similar role
Strong knowledge of ITIL frameworks and service management processes
Experience in stakeholder management and cross-functional coordination
Hands-on experience in performance monitoring, SLA/KPI tracking, and reporting
Understanding of governance, compliance, and outsourcing frameworks (GDPR, AML/CFT)
Experience managing vendors, contracts, and service agreements (MSA)
Strong problem-solving, escalation handling, and communication skills