Service Delivery Manager (Infra)

Role: Service Delivery Manager (Infra) Location: Bradenton, FL 34202 (Onsite) Position Type: Fulltime Role OverviewThe Service Delivery Manager (SDM) is a strategic and operational leader responsible for ensuring the seamless delivery of services to clients.This role is highly customer-facing and demands a proactive approach to managing client relationships, service quality, and operational excellence.The SDM will lead cross-functional teams, drive continuous improvement, and ensure that service level agreements (SLAs) and key performance indicators (KPIs) are consistently met.Key Responsibilities Strong understanding of Operations, ITIL and Delivery management methodologies and best practices. Excellent communication, interpersonal, and presentation skills. Ability to build relationships and work effectively with diverse teams. Strong analytical and problem-solving skills. Ability to manage multiple projects and priorities. Experience with all management tools, Reporting, Operation and other technologies. Knowledge of organizational behavior and development Commitment to collaboration, integrity, and excellence Adaptability, resilience, and proactive problem-solving. Commitment to collaboration, integrity, and excellence. Strong understanding of IT infrastructure, service management tools (e.g., ServiceNow, Jira), and cloud platforms. Excellent communication, negotiation, and interpersonal skills. Proven leadership and team management capabilities. Analytical mindset with a focus on data-driven decision-making. Ability to thrive in dynamic, fast-paced environments Managing daily operations & Leading team meetings and discussions with Service Reviews. Developing and implementing strategic plans & Overseeing projects from inception to completion Maintaining communication with stakeholders Customer Engagement & Relationship Management Act as the primary point of contact for clients, ensuring high levels of satisfaction and trust. Conduct regular service reviews and client meetings to assess performance and gather feedback. Resolve escalations swiftly and professionally, maintaining transparency and accountability. Service Delivery Oversight Oversee end-to-end service delivery processes, ensuring alignment with client expectations and business goals. Monitor SLAs, KPIs, and operational metrics to ensure consistent service excellence. Lead incident and problem management efforts, including root cause analysis and preventive actions. Team Leadership & Collaboration Manage and mentor service delivery teams, fostering a culture of ownership, collaboration, and continuous learning. Coordinate with internal departments (e.g., IT, support, operations and Delivery) to ensure smooth service transitions and implementations. Facilitate training and development programs to enhance team capabilities. Process Improvement & Governance Identify and implement service improvement initiatives to enhance efficiency and customer experience. Ensure compliance with ITIL, Operations and other service management frameworks. Maintain documentation of service processes, client interactions, and performance reports. Financial & Strategic Management Manage budgets related to service delivery, ensuring cost-effective operations. Contribute to strategic planning and roadmap development for service delivery enhancements. Projection, Project activity budget knowledge required Required Qualifications Experience: 10-12 years in service delivery or technical support roles, with at least 9-10 years in a customer-facing Delivery leadership position. Education: Bachelor’s or Master’s degree in Engineering, IT, or Business Administration. Certifications: ITIL Foundation or higher, PMP or Six Sigma etc as an Advantage