Role Overview The Service Delivery Manager is responsible for ensuring the high-quality delivery of IT services to clients and internal stakeholders. This role focuses on service performance, client satisfaction, continuous improvement, and adherence to Service Level Agreements (SLAs). Key Responsibilities Service Delivery & Operations Oversee end-to-end service delivery to ensure quality and consistency Monitor and manage service performance against SLAs, KPIs, and OLAs Ensure timely resolution of incidents, service requests, and escalations Coordinate with technical teams to resolve complex issues Stakeholder Management Act as the primary point of contact for clients and customers Build and maintain strong stakeholder relationships Conduct regular service review meetings Manage expectations and ensure customer satisfaction Incident & Problem Management Lead major incident management and communications Drive root cause analysis (RCA) and implement preventive actions Reduce recurring i...