Intertec Systems - Service Delivery Manager - Managed Services

Key Responsibilities:

Service Delivery Management:

- Own end-to-end service delivery for assigned accounts, ensuring adherence to SLAs, KPIs, and quality standards.

- Lead incident, problem, and change management processes, ensuring service stability and customer satisfaction.

- Conduct regular service reviews, prepare performance reports, and handle customer escalations with a solution-oriented approach.

Team & People Management:

- Manage and mentor a cross-functional team of 50-80+ engineers and team leads across service desk, infrastructure, end-user support, network, Automation, AI and cloud.

- Drive team performance through clear objectives, regular feedback, and career development plans.

- Foster a high-performance culture with a focus on accountability, ownership, and continuous improvement.

- Manage team rosters, shift rotations, and ensure 24x7 support coverage as needed.

- Conduct regular team meetings, performance appraisals, and coaching sessions to build a motivated and customer-focused team.

Governance & Continuous Improvement:

- Implement best practices aligned with ITIL standards to improve service maturity.

- Identify process gaps and drive automation and efficiency initiatives.

- Collaborate with internal stakeholders (Projects, Presales, HR, Finance) for resource planning, transitions, and service expansions.

Client Engagement & Reporting:

- Serve as the primary delivery interface for customers.

- Maintain strong relationships with key stakeholders and drive proactive communication and transparency.

- Present monthly and quarterly service performance metrics and action plans.

Key Skills and Experience:.

- 15+ years of experience in IT service delivery, with at least 4+ years in a leadership role managing large technical teams.

- Strong background in team leadership, conflict resolution, and performance management.

- Proven experience managing enterprise clients in a Managed Services or IT Outsourcing environment.

- Expertise in ITIL processes (certification preferred), with a strong understanding of SLA-driven delivery.

- Experience in leading offshore delivery teams and multi-location support models.

- Excellent communication, stakeholder management, and analytical skills.

Qualifications:.

- Bachelor's degree in Computer Science, Information Technology, or a related field (Master's preferred).

- ITIL v3/v4 Foundation is required (Intermediate/Expert or PMP is a plus).