Job title: Service Delivery Manager

Location: Romania

Key Roles & Responsibilities:

Service Delivery & StakeHolder management

• Act as the primary point of contact for clients regarding service performance.
• Conduct governance meetings to review metrics and align IT services with business goals.
• Manage client expectations and ensure satisfaction.
• Manage incidents, service requests, problems, and changes through ITSM tools (e.g., ServiceNow, FreshService, Jira).
• Ensure services are delivered within defined SLAs and KPIs.
• Maintain operational excellence across service desk and onsite support teams.

Resource & Performance Management

• Provide leadership, coaching, and mentoring to delivery teams.
• Ensure resource planning, workload distribution, and capability development.
• Promote a culture of accountability, collaboration, and continuous learning.
• Track performance metrics and implement improvements.

Continuous Improvement & Governance

• Identify opportunities to streamline processes, automate tasks, and improve efficiency
• Drive service transformation initiatives and implement industry best practices
• Participate in strategic planning for process optimization and service maturity.
• Ensure compliance with organizational policies and audits.
• Collaborate with SDMs/PMs to provide deeper project insights.
• Drive ITIL/ITSM best practices for continuous improvement.

The candidate should have 10+ years of experience in managing and Orchestrating Service Delivery with a strong programme management track record and demonstrated profitability, offshoring and bringing automation/ Gen AI adoption with current ITSM tools and technologies.

• Managing Service Delivery projects across various domain-based application development and support.
• Strong customer orientation and drive offshore & onshore collaboration, decision making, problem solving, communication and presentation skills.
• Very good judgement skills and ability to shape compelling solutions and solve unstructured problems with assumptions
• Very good collaboration skills and ability to interact with multi-cultural and multi-functional teams spread across geographies
• Strong executive presence and entrepreneurial spirit
• Drive service transformation initiatives and implement industry best practices
• Drive ITIL/ITSM best practices for continuous improvement.
• Should be an ITIL V3/V4 certified candidate

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