Service Delivery Manager

Responsible for managing end-to-end IT service delivery across multiple accounts ensuring SLA compliance operational excellence and customer satisfaction. Oversee daily operations team performance and service governance in line with ITIL standards. Coordinate with internal teams and vendors to deliver reliable managed services drive process improvements and maintain strong client relationships with key stakeholders such as EHS MOHAP and IACAD.

DUTIES & RESPONSIBILITIES

• Oversee end-to-end IT service delivery for clients ensuring adherence to SLAs KPIs and contractual obligations.
• Lead and manage on-site and offshore support teams including Service Desk NOC Network and Infrastructure resources.
• Conduct regular governance and review meetings with clients to present service performance improvement plans and incident trends.
• Manage the incident problem and change management processes in compliance with ITIL standards.
• Mon...