The Service Delivery Manager (SDM) at Teceze is responsible for managing and ensuring the successful delivery of IT Infrastructure, End-User Computing (EUC), and large staffing engagements across multiple regions.
This role is pivotal in maintaining service quality, operational consistency, and client satisfaction, while overseeing high-value projects, managing global teams, and driving process standardisation through SOP (Standard Operating Procedure) creation and governance.
You will act as a bridge between clients, internal delivery teams, and senior leadership — ensuring every engagement meets defined SLAs, KPIs, and business outcomes.
Key Responsibilities
1. Service Delivery Management
* Oversee and coordinate the global delivery of IT infrastructure and EUC services across multiple client accounts.
* Ensure service delivery meets contractual SLAs, KPIs, and quality standards.
* Manage incident, problem, and change management processes in line with ITIL best practices.
* Implement proactive monitoring, reporting, and escalation mechanisms for global operations.
* Maintain high service availability, reliability, and client satisfaction scores (CSAT / NPS).
* Conduct regular service reviews with clients and internal leadership.
2. Project & Program Oversight
* Manage and deliver high-value infrastructure and EUC transformation projects (e.g. migrations, rollouts, cloud transitions, hardware refresh, or EUC modernization).
* Work closely with Project Managers, Architects, and Delivery Leads to ensure milestones, budgets, and timelines are met.
* Identify project risks and implement mitigation strategies.
* Oversee resource allocation, scheduling, and dependency management across global teams.
* Provide governance and executive-level visibility into ongoing project health and delivery outcomes.
3. Staffing & Resource Engagements
* Lead and manage large staffing operations (permanent, contract, and project-based staffing) for global clients.
* Collaborate with talent acquisition and HR for workforce planning, onboarding, and utilization.
* Monitor deployment, productivity, and performance of on-site and offshore teams.
* Drive optimization of staffing costs and bench management strategies.
4. SOPs, Process Design & Continuous Improvement
* Develop, document, and maintain Standard Operating Procedures (SOPs) for all delivery functions, including:
* Incident / Problem / Change management
* Request fulfilment and escalation
* Service reporting, risk management, and client communication
* Staffing engagement and onboarding/offboarding
* Ensure all processes adhere to ITIL, ISO, and Teceze’s governance frameworks.
* Drive automation, process simplification, and continuous improvement across service lines.
* Conduct regular audits to ensure process adherence and identify improvement areas.
5. Client & Stakeholder Management
* Serve as a primary point of contact for operational escalations, client satisfaction, and delivery alignment.
* Build and nurture trusted relationships with client stakeholders and partners.
* Participate in quarterly business reviews (QBRs) and service improvement planning.
* Work closely with account management and pre-sales teams to ensure service continuity and contract renewals.
* Escalate issues and risks proactively, providing solutions and corrective action plans.
6. Team Leadership & Global Collaboration
* Lead geographically dispersed delivery and support teams (onshore / offshore).
* Coach and mentor Team Leads and Engineers to achieve performance excellence.
* Promote a culture of accountability, teamwork, and customer-centric service.
* Align teams with organisational goals, KPIs, and compliance standards.
* Drive collaboration between technical, delivery, and operational functions across time zones.
7. Financial & Operational Governance
* Track and report on delivery costs, utilization, project margins, and profitability.
* Work with finance to manage budgets, forecasts, and resource costs.
* Identify and execute opportunities for cost optimization and efficiency improvements.
* Ensure contractual compliance and commercial integrity in all engagements.
Key Deliverables
* SLA and KPI compliance across all client accounts
* Documented and implemented SOPs for all delivery operations
* Consistent CSAT >90% and high client retention
* Timely, within-budget completion of all assigned infrastructure/EUC projects
* Measurable cost savings through process improvement and resource optimization
* Regular QBR reports and operational dashboards
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