Your overall score is 4, indicating a strong match for the Service Delivery Manager role. Your Bachelor of Engineering satisfies the required bachelor's degree, though it is not a Business or IT degree; consider emphasizing any IT‑related coursework or certifications. Your experience leading cross‑functional teams, managing SLAs, driving process improvements, and handling incident resolution aligns well with the job’s core responsibilities. However, your skills section is empty and you do not explicitly list ITIL, Agile, or other service‑delivery frameworks; adding these keywords and any relevant certifications would strengthen your profile. Highlight any US‑time‑zone client interactions and budgeting experience to fully meet the role’s expectations.

Ratings are based on provided data and are subjective. Actual hiring decisions involve a more comprehensive assessment.

Job Description

We are looking for a proactive and experienced Service Delivery Manager (SDM) to join our team, responsible for managing the delivery of high-quality services to our clients within the US time zone. The SDM will ensure client satisfaction, meet service level agreements (SLAs), and lead the service delivery team to success. This is a client-facing, operational leadership role that requires a blend of strategic thinking, operational management, and excellent communication skills.

Key Responsibilities:

• Service Delivery Management:
  • Oversee the end-to-end delivery of services to clients located in the US time zone, ensuring adherence to SLAs and KPIs.
  • Ensure services are delivered on time, within scope, and within budget, while consistently meeting client expectations.
  • Manage client communications during US working hours, responding to service issues, inquiries, and escalation requests promptly.
  • Develop and optimize service delivery processes, methodologies, and best practices to enhance service quality and operational efficiency.
• Team Leadership and Development:
  • Lead, mentor, and support a team of service delivery professionals, ensuring they are well-equipped to meet client needs and achieve operational goals.
  • Foster a culture of continuous improvement and high performance within the service delivery team.
  • Provide coaching and feedback to team members, conducting regular performance evaluations and helping with career development.
• Client Relationship Management:
  • Act as the primary point of contact for clients in the US time zone, building and maintaining strong relationships.
  • Ensure client concerns are handled effectively and solutions are delivered promptly.
  • Conduct regular service reviews and strategic meetings with clients to ensure alignment with service goals and identify areas for improvement.
  • Drive client satisfaction by ensuring smooth communication, meeting SLA’s, timely issue resolution, and continuous improvement.
• Incident and Problem Management:
  • Oversee the management and resolution of service issues and incidents, ensuring that service disruptions are minimized and effectively managed during US business hours.
  • Work with internal teams to ensure root cause analysis is conducted on recurring issues and corrective actions are implemented.
  • Manage escalations to ensure timely resolution of high-priority or critical service incidents.
• Service Reporting and Performance Metrics:
  • Track and report on service delivery performance, including SLAs, KPIs, and other client-specific metrics.
  • Provide regular updates and performance reports to both internal leadership and clients.
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