1. Job Purpose
The Service Delivery Manager (SDM) is responsible for ensuring that managed IT services are delivered in accordance
with agreed service levels, quality standards and client expectations.
The SDM acts as the operational owner of the client technical relationship, providing governance across service
performance, escalations, reporting and continual improvement. The role connects the client with technical delivery
teams while maintaining clear accountability for service quality and customer experience.
2. Key Responsibilities
2.1 Client Relationship and Service Governance
• Act as the primary service-management point of contact for assigned clients.
• Understand client business needs, priorities and service expectations.
• Maintain regular communication regarding service performance, risks and improvement opportunities.
• Build a trusted relationship between the client and ServiQual delivery teams.
• Gather and address client dissatisfaction through appropriate operational improvement actions.
2.2 Service Performance Management
• Monitor delivery against contractual Service Level Agreements (SLAs) and agreed service KPIs.
• Review incidents, service requests and problems from a governance perspective.
• Monitor service quality and identify trends requiring operational attention.
• Work with delivery teams to address recurring service issues.
• Ensure agreed corrective actions are assigned, tracked and completed.
2.3 Reporting and Service Reviews
• Prepare and present regular service-performance reports.
• Maintain visibility of SLA performance, availability, resolution performance and customer satisfaction.
• Highlight service risks, recurring issues and improvement opportunities.
• Conduct structured service-review discussions with clients and relevant internal stakeholders.
• Translate operational data into clear, meaningful information for the client.
2.4 Escalation and Major Incident Governance
• Act as a service-management escalation point for assigned clients.
• Ensure critical client escalations receive appropriate ownership and attention.
• Coordinate communication between the client and delivery teams during significant service disruptions.
• Ensure major incidents are appropriately governed through resolution.
• Ensure follow-up actions from significant incidents are tracked to completion.
2.5 Problem Management and Continual Improvement
• Identify recurring incidents and service-quality concerns.
• Ensure appropriate problem records or improvement initiatives are raised for recurring issues.
• Work with technical and operational teams to drive sustainable corrective actions.
• Maintain a Continual Service Improvement Plan (CSIP).
• Promote ITIL-aligned service-management practices.
• Identify opportunities to improve service quality, efficiency and customer experience.
2.6 Cross-Team Coordination
• Coordinate service-management activities across the Run Motion and relevant teams.
• Facilitate clear ownership where an issue crosses multiple technical domains.
• Maintain effective communication between client-facing and technical teams.
• Review the transition pack at the kickoff meeting for Client onboarding
3. Qualifications and Experience
Essential
• Experience in IT service delivery, managed services or IT service management.
• Practical understanding of ITIL principles and service-management processes.
• Experience working with SLAs, KPIs and customer-facing service reporting.
• Strong client and stakeholder-management capability.
• Strong communication, facilitation and escalation-management skills.
• Ability to interpret operational data and translate findings into service improvements.
• Structured problem-solving and continual-improvement mindset.
Desirable
• ITIL Foundation certification or equivalent working knowledge.
• Experience within a Managed Service Provider environment.
• Exposure to Microsoft 365, infrastructure, networking, end-user services or cybersecurity operations.
• Experience with recognised IT service-management platforms.
4. Measures of Success
• Consistent achievement and transparent management of agreed service levels.
• Strong client relationships and confidence in service governance.
• Clear, accurate and meaningful service reporting.
• Effective coordination of service escalations and major-incident communication.
• Reduction of recurring service issues through Problem Management.
• Timely completion of agreed improvement actions.
• Proactive identification of service risks and improvement opportunities.
• Measurable continual improvement in service quality and customer experience.
