Service Delivery Manager

Service Delivery Manager ITSM (ServiceNow)

Position Overview

The Service Delivery Manager (SDM) will oversee the end-to-end delivery of IT services via the ServiceNow ITSM platform , ensuring that all incidents, service requests, problems, and changes are handled effectively and within defined Service Level Agreements (SLAs) .

The SDM will be responsible for resource management , performance tracking , and maintaining operational excellence across the service desk and onsite support teams. This role requires a strong blend of technical ITSM knowledge, leadership capability, and customer management skills.

Key Responsibilities

1. ServiceNow ITSM Platform Management

• Administer and optimize the ServiceNow ITSM environment for incident, request, change, and problem management.
• Drive automation, reporting, and process improvements within ServiceNow.
• Ensure proper categorization, prioritization, and workflow compliance of tickets.
• Maintain system health and ensure alignment with ITIL best practices.

2. SLA & Performance Management

• Monitor and manage SLA performance to maintain 98%+ compliance on all incident and service request tickets.
• Develop real-time dashboards and reports to track SLA adherence, ticket trends, and backlog status.
• Conduct regular service review meetings to analyze KPIs and propose corrective actions.

3. Onsite Resource & Team Management

• Oversee onsite and remote service delivery teams , ensuring efficient allocation of workload.
• Handle resource scheduling, shift planning , and backfill management during absences or increased workloads.
• Mentor and coach team leads and engineers to uphold service quality and technical excellence.

4. Customer & Stakeholder Engagement

• Act as the primary escalation point for clients on service-related matters.
• Conduct regular service review meetings with customers to discuss performance, feedback, and improvement plans.
• Collaborate with internal departments (NOC, Security, Infrastructure) for seamless service delivery.

5. Knowledge & Asset Management

• Oversee Knowledge Base (KB) updates, ensuring that troubleshooting guides, SOPs, and FAQs are current and comprehensive.
• Implement and manage asset lifecycle processes including onboarding, tracking, and decommissioning.
• Ensure accuracy of CMDB (Configuration Management Database) and asset inventories.

6. Continuous Improvement & Governance

• Identify areas for process enhancement and drive continual service improvement (CSI) initiatives.
• Support audits, compliance checks, and governance reviews.
• Implement best practices in ITIL v4 service management processes.

Required Skills & Experience

• Bachelors degree in IT, Computer Science, or a related field.
• 5+ years of experience in IT Service Delivery, preferably in a managed services or MSP environment.
• Proven experience managing ServiceNow ITSM or similar platforms (e.g., BMC Remedy, Cherwell).
• Strong understanding of ITIL frameworks and service management processes.
• Demonstrated success in SLA management and customer satisfaction improvement .
• Experience in people management , shift planning , and backfill coordination .
• Excellent communication, analytical, and problem-solving skills.