Service Delivery Manager

Service Delivery Manager

The Service Delivery Manager (SDM) at Master Works will lead the setup, development, and management of the IT Managed Services delivery model. This role is critical to building the service operations from the ground up, ensuring high-quality delivery of IT services to our clients across various sectors, including government and enterprise environments. The SDM will focus on client satisfaction, operational excellence, and sustainable service frameworks aligned with ITIL and industry best practices.

Key Responsibilities

Service Delivery Setup & Execution:

• Design and implement end-to-end service delivery models, processes, and SLAs tailored for Master Works' IT clients.
• Build operational workflows and governance models for NOC, service desk, on-site support, and remote delivery teams.
• Ensure consistent and reliable service performance, quality control, and compliance with contractual obligations.

Client Relationship & Account Management:

• Act as the key interface between Master Works and its managed service clients.
• Develop a deep understanding of each client's operational needs and business objectives.
• Lead regular client meetings, service reviews, and feedback sessions to ensure satisfaction and trust.

Team Leadership & Development:

• Lead and mentor a team of service desk agents, NOC staff, field engineers, and support specialists.
• Define performance metrics and career development plans for team members.
• Foster a culture of ownership, agility, and accountability.

SLA Management & Reporting:

• Monitor service levels and performance indicators using ITSM tools.
• Produce weekly and monthly dashboards and reports for internal leadership and client stakeholders.
• Proactively identify risks, bottlenecks, and areas of improvement with actionable recommendations.

Continuous Improvement & Growth Enablement:

• Drive continuous improvement initiatives, including automation, knowledge management, and workflow optimization.
• Collaborate with the EPMO, Pre-sales, and Technical Units to align service delivery with project-based support models.
• Support the development of service catalogs, pricing models, and proposals for new managed services engagements.