Senior Service Delivery Manager

About the role

As a Senior Service Delivery Manager you will oversee the full lifecycle of projects—from initiation and planning to execution, regulation, and closure—ensuring teams deliver on scope, time, quality, and budget. You will act as the main point of contact for client expectations, coordinate escalations, guide project operations, and maintain high service quality across multiple engagements.

Key responsibilities

• Orchestrate end‑to‑end service delivery while maintaining high‑performing teams and ensuring client satisfaction.
• Define priorities, conduct project planning, coordinate across multiple disciplines and departments, and manage releases.
• Own the escalation process: manage major incidents, coordinate resolution, ensure effective stakeholder communication, and lead post‑incident reviews.
• Monitor, control, and support service delivery; ensure adherence to systems, methodologies, and procedures.
• Champion service and support in projects, ensuring service impacts are minimized and agreed upon.
• Be accountable for service quality and performance; incorporate future growth and demand into capacity planning.
• Identify and lead continuous improvement initiatives for customer and internal processes.
• Collaborate in staff functions including mentoring, training, target setting, and performance management.

Required profile

• Bachelor’s degree in Computer Science, Software Engineering, Industrial Engineering, or equivalent.
• 5+ years of project management experience.
• Experience with SDLC and application of Agile frameworks.
• CSM and/or CSPO certifications (a plus).
• Master’s degree in Business Administration, Project Management, or Service Management (a plus).
• Experience in technology services (a plus) and ISO 20000 (ITSM) readiness (a plus).
• CAPM/PMP certification (a plus).
• Availability to work EST hours with occasional early‑Australia overlap.

Required skills

• SDLC methodology
• Agile frameworks
• ISO 20000 ITSM readiness