Service Delivery Project Manager

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We are seeking an experienced and highly driven Service Delivery Manager to lead and manage service delivery across our IT support services, which include IT staffing for End-User Computing (EUC), Desktop Support, Network, and Data Center support functions. The ideal candidate will possess strong skills in program management, operations management, and project management, combined with a solid technical background and business acumen. Certification in ITIL and/or PMP is essential.

The Service Delivery Manager will ensure seamless delivery of services to clients, drive operational excellence, manage contracts and SLAs, and actively contribute to business development initiatives, including quotation and contract preparation.

Key Responsibilities:

• Oversee the delivery of IT support services including staffing and deployment of IT Support Engineers, EUC, Desktop Support, Network, and Data Center engineers.
• Manage multiple programs and projects, ensuring they are delivered on time, within scope, and within budget.
• Lead operational governance, ensuring SLAs, KPIs, and customer satisfaction targets are consistently met or exceeded.
• Develop and manage client relationships, acting as the primary point of contact for service-related matters.
• Proactively identify risks, issues, and opportunities for service improvements and implement action plans.
• Coordinate with recruitment, technical, and delivery teams to ensure timely staffing and smooth onboarding of IT resources.
• Ensure compliance with ITIL best practices for incident, problem, and change management processes.
• Prepare and manage quotes, proposals, and service contracts in collaboration with the sales and legal teams.
• Support business development efforts by identifying opportunities for account growth and new service offerings.
• Report on service delivery performance to internal and external stakeholders on a regular basis.
• Conduct regular service reviews with clients to ensure alignment of services with business goals.

Key Requirements:

• Bachelor's degree in Engineering, Telecommunication, Networking, Information Technology, Business Administration, or related field.
• 10+ years of experience in IT service delivery, project/program management, and operations management.
• Proven track record managing IT support services and teams in an onsite/offsite delivery model.
• Strong experience in staffing and workforce deployment across IT infrastructure roles.
• Excellent understanding of ITIL and PMP principles; ITIL and/or PMP certification required.
• Strong analytical, organizational, and decision-making skills.
• Excellent communication and stakeholder management skills.
• Ability to draft and review contracts, proposals, and service-level agreements.
• Experience with budgeting, resource planning, and service performance reporting.
• Demonstrated experience in business development and client engagement.

Preferred Qualifications:

• Experience working in a Managed Services or IT outsourcing environment.
• Hands-on experience with tools like ServiceNow, Jira, or other ITSM platforms.
• Familiarity with compliance and security standards applicable to IT service delivery.

What We Offer:

• Competitive salary and performance-based incentives
• Opportunity to work with leading enterprise clients
• A collaborative, fast-paced work environment
• Professional development and certification support

Preferring Candidates from Huawei, Aircod, Wipro, Zong or TP link

• Seniority levelMid-Senior level

• Employment typeFull-time

• Job functionProject Management and Information Technology
• IndustriesTechnology, Information and Media

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