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