We are seeking an experienced Delivery Manager to lead end-to-end service delivery for Managed Services engagements. The role requires a strong balance of technical expertise, delivery governance, and client relationship management to ensure contractual commitments, SLAs, and service quality are consistently achieved.

Key Responsibilities

Oversee day-to-day delivery operations across assigned service towers, ensuring compliance with SLAs and KPIs.

Serve as the primary escalation point for service delivery issues, driving timely resolution and continuous improvement.

Collaborate with technical leads, solution architects, and support teams to maintain high-quality service delivery.

Conduct governance meetings with stakeholders, including weekly service reviews, monthly performance reviews, and quarterly steering committees.

Monitor and analyze delivery performance metrics; implement corrective measures where necessary.

Manage resource allocation, workload distribution, and capacity planning to ensure efficiency.

Maintain comprehensive documentation of operational procedures, escalations, and governance reports.

Drive service improvement initiatives in collaboration with both customer and internal teams.

Required Skills & Competencies

Proven delivery management experience in IT Managed Services or Infrastructure Outsourcing.

Solid technical knowledge in areas such as data center, network, cloud, and end-user computing.

Strong client relationship management and stakeholder communication skills.

Expertise in handling escalations with a diplomatic and solution-oriented approach.

Strong analytical and problem-solving abilities.

Proficiency in ITSM tools and a good understanding of ITIL processes.

Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related discipline (or equivalent experience).

ITIL Foundation certification (preferred).

PMP / PRINCE2 certification (advantageous).

Experience

12–15 years of overall experience in IT Service Delivery.

Minimum 7 years in a delivery management role, with proven experience in both operational management and governance-level service delivery.