Service Delivery Manager

Job Description:

Key Responsibilities:

• Oversee the maintenance, administration, and continuous improvement of the Managed Services department, including tools and processes.

• Ensure the efficient delivery of Managed Services toKaleriscustomers, adhering tohigh standardsof service

• Monitor service performance and availability

• Manage end-to-end service delivery for applications, infrastructure, cloud,databaseor support services

• Serve as the primary point of contact for customers, managing all aspects of service delivery and customer communication.

• Lead the department to consistently meet or exceed Service Level Agreement (SLA) metrics,Track KPIs like uptime, response time, resolution time,preparereports and dashboards for management,Identifyareas for improvement

• Develop and implement strategic plans to drive growth and maturity of the Managed Services department.

• Build strong relationshipswith customersand ensure customer satisfaction 

• Conduct regular service review meetings

• Manage IT support teams (L1, L2, L3),allocateresources and ensure proper workload distribution,Mentorand guide team members

• Manage third-party vendors and service providers, ensure vendors meet contractual obligations, Handle escalations with external partners

• Drive service improvement initiatives, Implement best practices (often aligned with ITIL),Optimizeprocesses and reduce costs

• Ensure IT servicescomply withsecurity and regulatory standards,identifyrisksand implement mitigation strategies

Qualifications:

• Minimum9years of experience as a Services Delivery Manager within an enterprise software company or related field.

• At least7years of experience managing a Project Management Office (PMO), Services Organization, or equivalent, with a focus on elevating service delivery capabilities.

• Strong project managementexpertise, supported by certifications such as PMI, PRINCE2, or equivalent.

• Highly self-motivated, detail-oriented, and able tooperateeffectively in a fast-paced environment.

• Strong analytical and problem-solving skills, with the ability to prioritize tasks in high-pressure situations.

• Excellent customer service skills, with a focus onmaintainingstrong client relationships.

Knowledge, Skills, and Abilities:

• Experience in the maritime orlogisticsindustry is highlyadvantageous.

• Familiarity withN4Terminal Operating System (TOS) is a significant asset.

• Proven ability to work effectively in a team-oriented, collaborative environment, including working within distributed and virtual teams.

• Leadership and team management 

• Knowledge of ITIL processes 

• Problem-solving and decision-making 

• Experience with service management tools (e.g., ServiceNow, JIRA) 

• Analytical and reporting skills

• Demonstrates professionalism, a strong work ethic, and a positive attitude.

• Outstanding verbal and written communication skills, stakeholder management

• Exceptional organizational and multitasking abilities.

• Commitment to delivering high-quality customer service and ensuringtimelyfollow-up.

• A track recordof meeting deadlines andmaintaininga high standard of performance.

• Multilingual capabilities are a plus.