Service Delivery Manager Job Brick area,New Jersey USA,IT/Tech

Job Summary

The Onsite Service Delivery Manager (SDM) will act as the primary interface between the client and delivery organization, ensuring seamless execution of IT services in alignment with contractual SLAs, KPIs, and business objectives.

This role is responsible for service governance, stakeholder engagement, operational performance, escalation management, and continuous improvement, while coordinating closely with offshore teams, vendors, and internal stakeholders.

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Key Responsibilities 1. Service Delivery & Operations

Own end-to-end service delivery for all in-scope IT services at client location
Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments
Drive incident, service request, problem, and change management processes
Monitor service performance and implement corrective actions to improve service quality

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2. Client & Stakeholder Management

Act as the single point of contact (SPOC) for client stakeholders
Build strong relationships with business and IT leadership
Conduct daily/weekly/monthly governance meetings
Provide executive-level updates, dashboards, and service reviews (Steer Co)

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3. Incident & Escalation Management

Lead major incident management (P1/P2) and ensure timely resolution
Drive RCA reviews and track corrective and preventive actions (CAPA)
Manage critical escalations with a proactive and assertive approach

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4. Team & Vendor Management

Coordinate with onsite, offshore, and third-party teams
Ensure optimal resource utilization and skill alignment
Monitor vendor performance and compliance with SLAs
Foster a collaborative and high-performance team environment

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5. Service Governance & Reporting

Establish strong governance frameworks and reporting cadence
Publish RAG status, service dashboards, and KPIs for leadership review

Track metrics such as:

SLA compliance
Incident resolution trends
Same-day closure rates
Ticket backlog and aging

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6. Continuous Improvement & Transformation

Identify opportunities for automation, optimization, and cost efficiency
Drive process standardization and best practices (ITIL framework)
Lead initiatives in:

Service Now / ITSM optimization
End-user experience improvements
Automation (e.g., Power BI, scripting, integrations)

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7. Transition & Change Management

Support service transitions and stabilization (project to BAU)
Ensure smooth onboarding of new services or enhancements
Govern change implementation with minimal business disruption

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Required Skills & Competencies Technical & Process

Strong expertise in ITIL-based service management processes
Experience in IT infrastructure services (EUC, network, cloud, service desk, etc.)
Familiarity with tools like Service Now, Power BI, monitoring tools

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Leadership & Functional

Strong stakeholder management and communication skills
Proven ability in handling escalations and crisis situations
Experience managing global delivery models (onsite/offshore)
Data-driven decision-making and analytical mindset

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Soft Skills

Excellent communication and presentation skills (executive-level)
Strong problem-solving and decision-making ability
High ownership, accountability, and customer focus

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Qualifications

Bachelor’s degree in Engineering, IT, or related field
ITIL Certification (preferred)
PMP / Prince2 (good to have)

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Success Criteria

Consistent SLA and KPI achievement
High customer satisfaction (CSAT) scores
Reduction in incidents, backlog, and recurring issues
Improved operational efficiency and automation adoption