Service Delivery Manager

Role Overview

The Service Delivery Manager (SDM) is responsible for ensuring the consistent and efficient delivery of workplace IT services across Helpdesk, Deskside, NOC, Network, and Systems domains. The SDM acts as the client-facing lead or coordinator for assigned accounts, ensuring service levels are met, incidents are resolved effectively, and stakeholders are kept informed. The SDM also supports service governance, ticket analysis, reporting, and operational improvement.

Works With:

Workplace Operations Leads, Digital Office (ServiceNow/Twilio), Network & Systems Teams, Clients

Key Responsibilities

a. Client Management & Service Governance

• Act as the primary point of contact for clients on all service-related matters.
• Lead or support service review meetings (weekly ops, monthly reviews, QBRs).
• Maintain strong communication and alignment with internal and external stakeholders.

b. Operational Coordination

• Ensure SLA/KPI adherence across all towers (Helpdesk, Deskside, NOC, Network, Systems).
• Track incident, request, and change management workflows.
• Escalate service-impacting issues promptly and follow through until resolution.

c. Reporting & Analysis

• Maintain or support executive dashboards and SLA performance reports.
• Analyze ticket trends, identify recurring issues, and propose improvement actions.
• Coordinate with internal teams and clients to ensure transparency and accountability.

d. Tooling & Collaboration

• Work closely with the Digital Office, which owns ServiceNow, Twilio, and dashboarding tools.
• Provide feedback on workflow improvements and reporting automation.
• Ensure data accuracy in ticketing systems and reporting platforms.

e. Continuous Improvement

• Identify service gaps and propose short- and long-term remediation plans.
• Contribute to documentation of SOPs, escalation paths, and client-specific guides.
• Where applicable, mentor junior SDMs and support team onboarding.

Qualifications

• Diploma or Degree in Information Technology, Business IT, or a related discipline.
• Candidates without formal education may be considered with relevant certifications:

o ITIL Foundation

o ServiceNow Certified System Administrator

o CompTIA A+ / Network+

o Microsoft Certified: Modern Desktop Administrator

o HDI Support Center Analyst

Preferred Attributes

• 2–4 years’ experience for mid-level SDMs; 6+ years for senior-level SDMs.
• Experience across at least one or more workplace service towers (Helpdesk, Deskside, NOC, Network, Systems).
• Strong communication, stakeholder management, and service coordination skills.
• Familiarity with ticketing and reporting platforms such as ServiceNow, Twilio, Power BI, and Excel.