Service Delivery Manager

Service Delivery Manager Location: Hybrid with on-site client engagement Salary: Up to £80k per annum Here at Khuda Technology, we are working with a global managed service provider seeking an experienced Associate Director of Service Delivery. This role requires an industry leader to drive exceptional service delivery for IT infrastructure services, directly supporting client goals and business outcomes. Experience * Extensive in IT service delivery management, with 5+ years in a senior leadership role managing infrastructure services. * Client-facing experience or direct on-site engagement. * Bachelor’s degree in IT, Computer Science, or related field (Master’s preferred). * ITIL certification (v3/v4) required; PMP, PRINCE2 are advantageous. Responsibilities * Lead and deliver multi-domain IT infrastructure services, aligning with client business and IT strategies. * Oversee and ensure SLA/KPI compliance, driving excellence in service performance. * Foster strong client relationships, serving as the primary escalation point for service delivery concerns. * Conduct QBRs, service reviews, and manage root cause analysis to maintain high service standards. * Lead financial planning and budgeting, including P&L and resource allocation. * Drive initiatives for continuous improvement, risk management, and IT service continuity planning. Skills 1. Proven expertise in Service Delivery Management for large-scale IT infrastructure. 2. Strong Client Relationship Management and vendor negotiation skills. 3. In-depth understanding of networking, cloud services, data centres, applications, and end-user computing. 4. Leadership in Incident & Problem Management, with a solid grounding in ITIL processes. 5. Proficiency in Service Level Management, tracking, and reporting on SLA/KPI compliance. 6. Financial Acumen in managing budgets, resource optimization, and cost forecasting. 7. Ability to drive operational excellence through continuous improvement and change management. 8. Risk Management expertise, including continuity planning for business and IT services. 9. Strategic alignment of service delivery with the client’s goals. 10. Adaptability to a fast-paced environment and strong communication skills for client and stakeholder engagement. If you have a customer-centric mindset, a passion for excellence, and are ready to make a significant impact in a dynamic, high-stakes environment, please don’t hesitate to apply