Service Delivery Manager

Serve as the primary point of contact for service delivery matters Ensure services are delivered in accordance with SLAs and quality standards Monitor KPIs (response time, resolution time, uptime, customer satisfaction) Manage escalations and ensure timely issue resolution Lead incident management and post-incident reviews (RCA) Coordinate service transitions, upgrades, and changes Provide regular service performance reports to clients and senior management Lead and support service delivery teams to meet operational targets Drive continuous service improvement initiatives