Service Delivery Manager

INK IT Solutions is a global IT consulting company specializing in cutting-edge cloud and enterprise applications, with a primary focus on SAP solutions. Established in 2014, we offer end-to-end customer and people experiences through our SAP solutions, seamlessly integrating with other platforms. Headquartered in Australia with offices in India, the Middle East, the US, and Singapore, we are committed to helping clients achieve their business goals with high-quality solutions. Our expert team utilizes the latest technologies and best practices to foster long-term partnerships with a customer-centric approach, driving innovation and success in product development and digital transformation initiatives.

Responsibilities

• Serve as the single point of contact for the client, ensuring consistent managed services support.
• Lead and manage the delivery of all contracted service components, ensuring adherence to Service Level Agreements (SLAs) and contractual obligations.
• Conduct regular service reviews with the client to report on performance, address issues, and discuss strategic improvements.
• Act as the primary escalation point for all service-related issues, ensuring timely resolution and clear communication of mitigation plans.
• Manage team capacity and demand in line with agreed service levels and managed support requirements.
• Ensure the team's compliance with client policies and procedures.
• Manage financial aspects of the service agreement, including budget tracking, resource utilization, and client invoice management.

Skills

Qualifications

ITIL or equivalent certification.