What Does An IT Service Delivery Manager Do?

WHAT DOES AN IT SERVICE DELIVERY MANAGER DO?

Updated: Nov 10, 2025 - The Information Technology (IT) Service Delivery Manager leads a service team across system support and release management, ensuring high-quality performance in ITSM processes like incident, request, change, and escalation. This role oversees support queue management, prioritizes workloads, and aligns service readiness with ongoing projects and future demand. The manager also builds strong partner relationships, ensures team training, and drives continuous improvement in service delivery.

A Review of Professional Skills and Functions for IT Service Delivery Manager

1. IT Service Delivery Manager Roles and Responsibilities

Staffing: Determine staffing requirements for the service delivery team.
Recruitment: Recruit and interview service delivery staff and make hiring decisions with the Regional VP.
Employee Development: Develop employees with appropriate skills, promote teamwork, and foster open and effective communications.
Performance Management: Monitor staff performance, including performance reviews.
Goal Setting: Set service delivery staff goals and objectives.
Team Management: Manage the service delivery team’s daily activities to ensure achievement of delivery SLAs and SLOs.
Operations Oversight: Oversee daily management of all service calls, including schedules, escalations, and client satisfaction.
Client Onboarding: Execute successful client onboarding and other client projects.
Budget Management: Manage expenses such as headcount expenses, service delivery scope, and change control to meet the budget.
Timesheet Approval: Approve and verify timesheet accuracy weekly.
Billing Oversight: Monitor and track billing and invoicing accurately.

2. IT Service Delivery Manager Duties and Roles

Strategic Leadership: Lead strategic planning, organizational design, and IT transformation efforts in highly complex environments.
Mission Alignment: Define and communicate the mission and vision for Infrastructure Services to align with business objectives.
Service Portfolio: Shape the service portfolio and governance framework to optimize resource allocation and prioritization.
Business Translation: Translate business requirements into cost-effective IT services while maintaining agility to adapt to shifting priorities.
Technology Evaluation: Evaluate internal and external technology capabilities to strengthen the organization’s competitive position.
IT Oversight: Provide strategic oversight for IT systems across their lifecycle, including architecture, engineering, operations, and service support.
Transition Planning: Develop action plans to ensure seamless transitions for IT operations supporting applications and databases.
Migration Strategy: Design and execute migration strategies to shift from legacy infrastructure to cloud environments.
Risk Management: Proactively identify and resolve gaps, inefficiencies, and bottlenecks that could drive unnecessary cost or risk.
Requirements Analysis: Analyze and document operational requirements to support successful technology transitions.
Process Improvement: Leverage knowledge of current processes and systems to guide and improve future operations.

3. IT Service Delivery Manager Responsibilities and Key Tasks

Team Management: Manage the IT service delivery team, including service desk, desktop, and application support.
Performance Monitoring: Responsible for ensuring all service delivery KPIs are met or exceeded.
Strategy Delivery: Deliver and improve on the roadmap and strategy that the business has in place.
Change Leadership: Lead the team through cultural and technical changes that are part of the journey.
Training Support: Provide training and support to team members within the broader organisation.
Vendor Relations: Maintain strong relationships with relevant key external vendors and internal stakeholders.
Client Reviews: Lead regular reviews with clients to ensure delivery commitments and contractual obligations are met.
Status Reporting: Compose, deliver, and track client status reports and delivery scorecards.
Problem Solving: Perform on-the-fly problem-solving with the ability to context switch rapidly.
Process Development: Develop processes, best practices, standards, and data compliance frameworks.

4. IT Service Delivery Manager Roles and Details

Procurement Management: Manage procurement and purchasing of hardware, software, and licensing as required and agreed by the client.
Escalation Resolution: Own and resolve support escalation issues from the Service Desk and Support Team.
Service Level Alignment: Ensure service levels are clear, agreed, comprehensive, and aligned with end customer contractual SLAs.
Service Compliance: Ensure agreed service levels are met with internal customers.
Service Reporting: Provide a full suite of service reporting to key internal customer stakeholders.
Performance Tracking: Track, ensure accuracy, and report trended performance against agreed service levels.
Improvement Tracking: Track and report progress of service improvement plans, major issue resolutions, and root cause analysis.
Issue Escalation: Act as a point of escalation for projects, business-as-usual tickets, and major issues.
Service Excellence: Champion the delivery of excellent service to customers.
Process Integration: Work with squads to ensure support processes are robust and integrated across teams.

5. IT Service Delivery Manager Key Accountabilities

SLA Management: Be accountable for the maintenance of agreed service level agreements (SLAs).
Process Improvement: Develop and implement action plans to address deficiencies in the support process.
Escalation Management: Act as the primary service escalation contact for the customer, ensuring that issues are owned and resolved to the customer’s satisfaction, including coverage outside business hours.
Incident Reporting: Prepare incident reports (IR) and root cause analysis (RCA) reports, liaise with customers, and ensure corrective actions are implemented by the agreed-upon due dates.
Ticket Review: Review aged tickets and ensure measures are in place to address and meet defined KPIs.
Customer Advisory: Act as the trusted advisor to customers and partners, driving issues or requests to closure and ensuring the highest level of customer satisfaction.
Follow-Up Management: Proactively follow up with internal teams to address service delivery or support matters that do not meet customer expectations.
Service Governance: Conduct service governance and reporting, including regular service review meetings with key customers and partners.
Project Support: Support the delivery of internal or external projects as directed by the manager.
Team Leadership: Lead and mentor the Philippines customer service team.

6. IT Service Delivery Manager General Responsibilities

ICT Procurement: Be responsible for ICT procurement, including hardware, software, outsourced services, and professional services within the organization as an ICT Procurement Specialist.
Team Collaboration: Work as part of a procurement team and report directly to the Procurement Coordinator.
Procurement Administration: Administer the procurement process from establishing operational needs to negotiating and awarding contracts to suppliers in both public and non-public procurement contexts.
Customer Support: Assist internal customers with procurement processes and help determine the most appropriate procurement strategy for their requirements.
Supplier Management: Manage supplier relationships to ensure contracts consistently meet company needs, including quality standards, delivery schedules, and general terms and conditions.
Market Monitoring: Monitor the market to enhance supplier referencing.
Spend Analysis: Analyze spending within the procurement portfolio and provide recommendations for cost savings.
Change Management: Engage in projects and change management of application and integration CIs throughout the service lifecycle, service value chain, and service value system, adhering to ITIL v4 principles.
Contract Compliance: Ensure that key partners uphold and deliver their contractual agreements.
Issue Escalation: Act as the escalation point for any service issues.

7. IT Service Delivery Manager Role Purpose

Project Delivery: Manage IT project delivery across EMEA business units, including impacted applications and infrastructure components.
Scope Management: Oversee project scope by defining deliverables, managing execution, analyzing requirements and impacts, validating outcomes, and providing comprehensive reporting with full budget and cost management.
Budget Management: Manage budget and staffing forecasts, tracking, and reporting, and produce clear dashboard reporting, including program-level updates on overall deliverables, interdependencies, and critical path analysis.
Executive Reporting: Own reporting responsibilities to EMEA executives, including frequent ad hoc, short-notice, and tailored reporting.
Global Collaboration: Collaborate with global Project Management Offices and teams to build consensus on project plans, status, and risk tracking.
Performance Understanding: Develop a thorough understanding of service performance targets and measurements.
Measurement Leadership: Lead discussions on how service measurements will be applied.
SLA Alignment: Understand the underlying business drivers for SLAs to ensure that measurements correctly target and incentivize the right services and behaviors.
Team Communication: Ensure clear, open communication with support teams and maintain alignment on service management matters.
Process Assurance: Ensure robust processes, documentation, training, and support are in place to achieve service levels.

8. IT Service Delivery Manager Essential Functions

End-User Computing: Manage and oversee software distribution, patch management, image management, endpoint protection, and other end-user computing technologies together with the Regional IT Support, Server Computing, and Security teams.
Troubleshooting Leadership: Lead and oversee the troubleshooting of SCCM server and client solutions across both infrastructure and application layers.
Solution Partnership: Partner with other business units to identify, rectify, recommend, and implement solutions related to SCCM and other deployment technologies.
Security Compliance: Ensure operational compliance with all security policies and procedures by enforcing security measures, monitoring, and reporting for end-user technologies and applications, with the objectives of 100% asset supervision and 100% security.
Operational Procedures: Ensure all operational procedures and processes are implemented, maintained, and managed to meet service requirements.
Ad-Hoc Tasks: Perform other relevant ad-hoc tasks as assigned by the Reporting Manager or in response to business demands.
Process Improvement: Recommend and lead new processes to improve quality or on-time delivery.
Knowledge Sharing: Encourage knowledge sharing and consistency across teams to support long-term service improvement.
Culture Building: Promote a culture of accountability, continuous learning, and customer focus.

9. IT Service Delivery Manager Additional Details

Operations Management: Take responsibility for the day-to-day operation of Support Analysts, LAN, WAN, and voice technologies, providing guidance and supervision.
Network Maintenance: Maintain all network-related hardware and software, including upgrades from both technical and user perspectives, in collaboration with field support.
Monitoring Response: Monitor demand and respond in a timely manner to network and server anomalies and outages.
Maintenance Oversight: Manage maintenance routines, obsolescence, contracts, and service providers.
SLA Compliance: Meet SLA requirements on service provision and restoration.
Capacity Management: Capacity manage assets across the estate using the monitoring platform.
Escalation Contact: Act as the escalation contact for service issues outside of hours.
Technical Collaboration: Collaborate with users, vendors, and technical staff as a technical stakeholder in related service providers, including voice and communication platforms, to resolve priority incidents and deliver service-enhancing improvements.
Team Leadership: Manage a functional team (Business and Technical professionals).
Service Improvement: Support continuous improvement across global support teams to enhance service quality.

10. IT Service Delivery Manager Roles

Service Accountability: Deliver contractual service obligations with precision and accountability.
Customer Engagement: Lead customer meetings and facilitate strategy sessions to align expectations and drive outcomes.
Process Analysis: Analyze business processes and provide clear recommendations for improvements and opportunities.
Best Practices: Define best practices in delivery by developing templates, structured work plans, and standardized methodologies.
Service Leadership: Provide leadership in service delivery to ensure consistent execution across engagements.
Team Inspiration: Inspire and guide the team to achieve high levels of customer satisfaction through continuous improvement.
Operations Oversight: Oversee service delivery operations to confirm systems and procedures are implemented effectively.
Performance Tracking: Track performance against service level agreements to maintain strong customer relationships.
Team Management: Manage technical teams to align delivery with client requirements and project goals.
Agreement Negotiation: Negotiate new service agreements to ensure business needs are supported by measurable outcomes.
Documentation Management: Develop and update service documentation to keep operational areas and stakeholders informed.

11. IT Service Delivery Manager Tasks

Team Management: Manage, guide, and train support team staff to ensure service delivery adheres to company standards, policies, and procedures.
Escalation Support: Serve as an escalation and guidance point for the support team by providing advice, training, and career progression to all technical staff.
Team Engagement: Hold team meetings, one-on-ones, and engage with the management team and contractor networks.
Customer Expectations: Ensure customer expectations of support team services are consistently met.
Innovation: Think outside the box and introduce new technology to improve service delivery and enhance customer support.
Customer Satisfaction: Maintain and improve the current +96% CSAT rating.
Work Delegation: Delegate and triage work to appropriate support and field services personnel, supervising, guiding, and resourcing to ensure task completion within appropriate timeframes.
Crisis Management: Manage technical crises with an emphasis on leadership, calmness, and a well-thought-through approach to crisis resolution.
Service Catalogue: Maintain a service catalogue that includes offerings, costs, and renewal dates for all providers and partners.
Budget Alignment: Ensure all services in the catalogue are budgeted and aligned with organisational strategy.

12. IT Service Delivery Manager Details and Accountabilities

Operations Management: Manage all operational activities by engaging with outsourced service bundles and internal functional teams (Application, Infrastructure, Security, Governance, Business, and customers).
Process Standardization: Harmonize processes and standardize ways of working across the Application Service portfolio.
Process Improvement: Implement continuous process improvement to deliver better service and reduce operational costs by enhancing existing processes or defining new ones in line with the IM strategy.
Performance Reporting: Present dashboards with key indicators on availability and performance targets, as defined in the SLA with the Business.
Project Participation: Participate in projects and validate application readiness.
L1 Support: Provide L1 support and resolve product issues and tickets through collaboration.
Service Alignment: Ensure all services are aligned with the client’s ISOM (first priority) and ITIL v3 (second priority).
Framework Delivery: Deliver all services within a Product Service Line framework.
Customer Engagement: Work onsite with customers to drive value out of engagements.
Executive Interaction: Engage with customers at an executive level.
Staff Coaching: Manage and coach staff to deliver a high standard of customer service for clients.

13. IT Service Delivery Manager Overview

Backlog Management: Build, continuously adjust, and maintain the backlog with identified improvements and optimizations.
Release Deployment: Deploy new application releases such as Planon.
Implementation Support: Prepare testing, implementation, and go-live of functionalities.
Requirement Management: Manage operational and non-functional requirements such as availability, capacity, performance, continuity, and their implementation.
Incident Resolution: Solve the cause of incidents, including 24/7, by providing workarounds and permanent solutions with the team or partners.
Compliance Assurance: Ensure systems meet data privacy requirements, information security requirements, audit compliance and control requirements, and license requirements.
Standby Services: Join 24/7 standby services several times a year with consignment fee coverage.
Cost Management: Manage system costs across the entire lifecycle and ensure the correct ratio between added value and costs.
Stakeholder Management: Switch continuously between the business and the department managing the application, convincing stakeholders to prioritize the most important requirements when configuring the application.
IT Support Ownership: Ensure clients receive a consistently high level of IT support services and take ownership of day-to-day operational IT needs.

14. IT Service Delivery Manager Job Description

SOW Development: Support the development of Statements of Work (SOWs) and Software Quality Solutions in collaboration with the Principal Consultant to meet client engagement needs for new and existing clients.
Customer Management: Manage multiple customers and teams while supporting individuals in complex delivery environments.
QA Delivery: Drive the delivery of Quality Assurance solutions across multiple projects.
Team Culture: Promote culture, values, and inspire teams.
Contract Negotiation: Negotiate terms and contracts with clients.
Client Escalation: Act as the primary escalation point for clients and resolve critical situations through effective communication with clients and internal project teams.
Contract Compliance: Ensure that scope, cost, schedule, and resources meet contractual deliverables.
Team Formation: Form and norm software delivery teams, taking responsibility for onboarding, offboarding, and rotations.
Team Coaching: Coach teams on practice, communication, and culture, while identifying opportunities for personal growth among team members.
Strategy Contribution: Contribute to the ideation and execution of delivery strategy and initiatives.

15. IT Service Delivery Manager Functions

Client Advocacy: Be the primary contact and act as the voice of OST’s clients, managing discussions around business challenges and collaborating with Principal Consultants and Practices to define and deliver optimal solutions.
Executive Relationships: Build executive-level relationships within client organizations and serve as a trusted business advisor.
Account Planning: Maintain the client account plan and roadmap throughout the tenure of the relationship.
Opportunity Development: Explore new opportunities for clients proactively, focusing on present needs while planning for the future.
Business Development: Collaborate with sales and internal teams on new business development by providing organizational insight, problem framing, high-level approaches, cost estimates, and Statements of Work (SOWs).
Proactive Engagement: Engage proactively with clients and account teams, quickly identifying and responding to issues, building communication plans, and driving positive resolutions.
Risk Mitigation: Mitigate risks and issues while managing client expectations, acting as the client’s primary escalation point and trusted confidant.
Resource Management: Provide resourcing input across functions, including scaling teams up or down and sharing resources with other teams to meet demand.
Onboarding Management: Maintain a client team onboarding approach that ensures a consistent experience and enables new contributors to feel welcome, well-informed, and productive on day one.
Value Evangelism: Evangelize the value of OST both internally and externally.
Discipline Leadership: Lead the evolution of the Engagement Management discipline within OST.

16. IT Service Delivery Manager Accountabilities

Stakeholder Communication: Establish and facilitate optimal levels of communication between all stakeholders, including marketing, technology support, training, project management, and core business areas, to ensure timely decision-making and transparency.
Partner Engagement: Engage with technology partners to facilitate and cultivate strong partnerships that produce quality experiences.
Process Alignment: Work with partner project management and production engineering teams to ensure timely alignment and execution of incident management, service and operational tasks, and milestones, while reviewing activity and identifying areas of process improvement.
Data Tracking: Use data to track key project performance indicators, identify trends, and ensure that projects and programs align with company priorities.
Dependency Management: Oversee release dependencies and manage plans to achieve them.
Timeline Management: Communicate with internal single points of contact and the IT HelpDesk regarding project timeline and dependency changes while tracking progress, providing transparency, reviewing tasks, and acting as the accountable party for milestones, timelines, and outcomes.
Status Reporting: Conduct periodic status meetings with internal stakeholders and leadership.
Issue Communication: Communicate project and work status, issues, and risks to appropriate stakeholders while reviewing project activity and recommending improvements.
Task Ownership: Establish clear ownership for project tasks and ensure stakeholders have the tools they need.
Process Consistency: Work with the program manager within the Advisor Technology Solutions team to establish consistent processes and policies and track all service, operational, and project tasks within the platform.

17. IT Service Delivery Manager Job Summary

Global Accountability: Be globally accountable for the support of environments in scope, ensuring escalations are strictly justified.
Provider Management: Manage relationships with external providers responsible for IT operations and their deliveries, ensuring SLA compliance, alignment with standards, seamless integration with internal operations and BCP/DRP, and continuous improvement.
SOW Oversight: Oversee the implementation of SOWs and define roles and responsibilities across internal teams and suppliers.
Service Monitoring: Monitor, report, analyze, and escalate on service alignment, including service levels, against agreed SOWs.
Capacity Alignment: Align service-delivery capacity with business demands while maintaining customer satisfaction.
Incident Management: Deliver a consistent process for incident and problem escalation and resolution in line with the governance framework.
Change Coordination: Work with Business Relationship Managers (BRMs) to ensure IT changes are coordinated without disrupting business processes.
Service Improvement: Collaborate with teams to develop problem management and service improvement plans.
Cross-Team Collaboration: Build strong relationships with IT Security, Build, and Solution Center teams to ensure high-quality support and agility in response to changing priorities.
Quality Control: Control service provider quality, identify gaps, and propose solutions.
Performance Monitoring: Continuously monitor and report on availability and performance metrics of production applications and infrastructure.
Compliance Coordination: Coordinate team actions to improve compliance for new or existing systems.

18. IT Service Delivery Manager Responsibilities

Release Coordination: Coordinate the release of application, database, and system changes.
Issue Resolution: Collaborate within IT Operations Management to facilitate effective issue resolution across multiple suppliers.
Operational Monitoring: Monitor, report, analyze, and escalate on the day-to-day operational execution of SOWs.
Workflow Documentation: Document workflows and touchpoints between various service providers in OLAs.
Risk Mitigation: Support the setup and maintenance of a risk-mitigation plan, including improvement, prevention, and repair activities.
Incident Management: Implement a consistent process for incident and problem escalation and resolution under the governance framework.
Provider Evaluation: Continuously evaluate service provider performance against OLAs and communicate results to stakeholders.
System Documentation: Ensure up-to-date system installation and configuration documentation, including security roles and permissions.
Service Culture: Foster a business-oriented culture and mindset driven by continual service improvement.
Incident Backup: Act as backup major incident manager.
Technology Awareness: Maintain awareness of new technologies and service management practices, providing direction on emerging IT operations methods for integration.
Transition Management: Manage IT operations transitions from out-tasking to outsourcing.

19. IT Service Delivery Manager Details

Team Leadership: Lead a team of geographically dispersed resources to deliver technology projects on time and within budget for the assigned domain and geography.
Delivery Accountability: Maintain end-to-end accountability for customer satisfaction and overall delivery excellence within the specific service line or CBS function and geographic responsibilities.
Project Planning: Work with teams to determine necessary activities to successfully deliver projects within the service line or function.
Resource Coordination: Ensure the right type and number of resources are in place to fulfill planned projects by cooperating with Resource Planners.
Customer Satisfaction: Deliver customer satisfaction and overall excellence by identifying opportunities or issues and driving speedy resolution.
Demand Management: Understand the pipeline of demand and collaborate with Resource Planners to ensure an appropriate supply of resources.
Financial Management: Manage financial reporting and optimize processes to achieve cost-effective delivery.
Goal Contribution: Contribute to the wider goals of IT Services.
Priority Management: Balance multiple and conflicting priorities with transparency to the Digital Experience SDL and DFF Product Board.
Stakeholder Management: Manage and lead complex stakeholders toward optimal solutions while helping them understand resource constraints and prioritization.

20. IT Service Delivery Manager Duties

Project Discipline: Hold teams to the highest standards of project discipline and accountability.
Delivery Strategy: Continuously improve the technical delivery model and strategy, implementing and managing delivery with associated teams to achieve strategic objectives.
Matrix Management: Work effectively within a matrix organization by balancing customer needs with firm initiatives and goals.
Offering Identification: Identify appropriate product and service offerings to meet client needs.
Decision Making: Make critical decisions, including prioritizing relationships to develop, negotiating with customers, and overcoming obstacles.
Team Management: Manage multiple teams to deliver projects aligned with customer needs while ensuring transparency to IT Services and customer stakeholders.
Issue Resolution: Identify, manage, and resolve complex issues while preventing escalations on demand.
Risk Management: Manage, negotiate, and resolve project risks effectively.
SPC Competency: Demonstrate in-depth knowledge of SPC competency principles and practices through coaching, learning, and mentoring.
Leadership Example: Act as both a leader and team player, setting an example for project managers, business analysts, and other team members.
Team Culture: Create an open, honest, accountable, and collaborative team environment.

21. IT Service Delivery Manager Details

Contract Management: Manage contracts for assigned service suppliers and ensure service is delivered in line with the agreed contract.
Service Accountability: Show accountability of adherence to agreed SLAs/OLAs, processes and procedures for assigned service and contracts.
Incident Management: Follow incident management processes in line with industry best practice, ensuring responses to SLAs through effective investigation and resolution.
Quality Assurance: Be responsible for quality products and services that meet the needs of the business.
Support Model Design: Inform and advise on defining and designing the support model, which includes policies, processes, people and technology in alignment with service management process and policies.
Agile Leadership: Lead the collaborative, dynamic planning process, prioritizing the work that needs to be done against the capacity and capability of the team.
Agile Adoption: Help to embed agile working practices and a digital by default culture across the department by effectively engaging with a variety of stakeholders.
Continuity Support: Follow the processes to assist with service continuity planning and support.
Continuity Planning: Identify the information and systems that support critical business processes, and then coordinate plans to address exposures and maintain agreed levels of continuity.
Problem Management: Take ownership of the processes and procedures involved in reactively and proactively resolving technical problems, ensuring that technical solutions continue to meet business requirements.
Service Improvement: Be responsible for continuous service delivery, developing and delivering all the changes and improvements necessary to provide effective services for users.

22. IT Service Delivery Manager Responsibilities

Business Relationship Management: Build relationships with key business users in each location.
IT Requirements Analysis: Become familiar with their IT requirements and challenges.
IT Liaison: Be the interface between the business and corporate IT technical teams, working to ensure that the customers are satisfied with the service provided.
Issue Escalation: Be the escalation point for IT issues that are not resolved in a satisfactory or timely manner.
Infrastructure Support: Assist the business with all new requirements (attaining new infrastructure, implementing new systems, migrating to the Cloud, etc.).
Change Communication: Ensure the business is apprised of any changes/upgrades to the IT operating environment.
Project Support: Assist with projects such as Mergers and Acquisitions, Real Estate events, and technology refreshes.
Budget Participation: Participate in the annual IT budget process.

23. IT Service Delivery Manager Job Summary

Team Coordination: Coordinate the daily work of the IT team.
Task Management: Control the realization of tasks assigned to the IT team (routine work, project, or KPI driven work, realization of user requests).
System Promotion: Promote the use of IT systems to support the increase in operational and financial efficiency of the company.
Cross-Functional Collaboration: Cooperate with Group functions (Infrastructure, Applications, PMO) in efforts to implement and improve standard Hilton IT solutions.
Strategic Planning: Contribute to the IT strategic planning to achieve business goals.
IT Innovation: Participate with and take direction from Hilton Food Group IT in the development of IT innovation, new initiatives, and the coordination to evaluate, deploy, and manage current and future systems.
Change Management: Adhere to the defined Change Management function and process to ensure business compliance requirements are met.
Performance Reporting: Report daily/weekly/monthly on issues concerning the support, maintenance and development of management systems and associated costs as they arise to ensure adequate IT service levels as well as value for money from all suppliers.

24. IT Service Delivery Manager Accountabilities

Team Management: Manages a team of Engineers and Project Managers that deliver Optimization and in accordance with ISO 900x Policy.
Service Delivery: Deliver and review service and submit reports.
Project Leadership: Oversees and leads a team of project managers for the strong delivery of project activities.
Project Accountability: Navigate direction and be accountable for project delivery.
Escalation Management: Process-driven for escalations relating to project delivery.
Resource Management: Financial and Resource Management.
Performance Management: Manage the capacity and performance of a team of project managers.
Technical Expertise: Presentation of credible/competent knowledge of technologies that support the customers’ business.

25. IT Service Delivery Manager Functions

Vendor Coordination: Interface directly with vendors to ensure timely and accurate completion of new installations, including resolution of design issues and vendor delays.
Vendor Process Knowledge: Develop a thorough understanding of the individual vendors’ processes and procedures.
Status Reporting: Report implementation activity status to the customer in an accurate and timely manner.
Customer Understanding: Become knowledgeable about the customer’s requirements, network specifications and processes.
Relationship Building: Foster a strong working relationship with vendors, customers and all internal departments.
Performance Reporting: Provide weekly reports and forecasts to management.
Post-Installation Support: Process all post-installation issues, i.e., customer disconnect requests and MACs.
Project Management Systems: Develop an understanding of multi-vendor project management systems.
Process Improvement: Participate in process improvement within the team and cross-functionally to improve the overall implementation.

26. IT Service Delivery Manager Job Description

Service Desk Management: Understand, champion, and implement best practices for Service Desk operations.
SLA Reporting: Be responsible for providing Reports on SLA compliance, Service Desk Metrics and IT assets.
Service Catalog Management: Create and maintain the service catalog.
Performance Analysis: Analyze and review actual service performance against SLAs and OLAs with the vendor manager.
Asset Management: Be responsible for maintaining the IT Asset Database.
Service Reporting: Provide regular reports on service performance and achievement to Business and IT management.
Performance Reporting: Provide Service Desk performance reports to IT management on a weekly/monthly basis.
Service Availability: Define, analyze, plan, measure and improve the availability of IT services, to ensure that all designed services are available to meet the business requirements.
Issue Ownership: Maintain day-to-day responsibility for the ownership and resolution of issues, incidents, and changes.
Incident Management: Take overall responsibility for incident, change and issue management and request fulfillment on the Service Desk.

27. IT Service Delivery Manager Overview

Service Metrics Analysis: Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.
Service Evolution: Work with management to evolve Service Desk operations and services to address the needs of the department, focused on end-user functionality.
User Satisfaction: Ensure end users are satisfied with the services offered by the ICT team by minimizing business impacts of service failures, proactively monitoring ICT services, resolving incidents and requests with minimal delay, and communicating with the end user in case of service outage.
Financial Management: Be responsible for all ICT costs and expenditures, i.e., Service Desk and Incident Management implementation, Staff training (IT, Customer, and user), Support tools, and associated hardware.
Service Valuation: Quantify the value of services and underlying assets and establish operational financial forecasts.
Risk Management: Identify, assess, and control risks through analyzing incidents and problems raised through the service desk, evaluating the impact on the business, and developing mitigation procedures.
Change Impact Mitigation: Help reduce the potential negative impact of changes and mitigate service outages.
Service Continuity Management: Manage IT services for recovery and continuation in the case of a serious incident, implementing proactive measures to minimize disaster risks and ensure the continuance of service and fulfillment of minimum service levels.

28. IT Service Delivery Manager Details and Accountabilities

Team Leadership: Utilize strong communication and interpersonal skills to motivate team members and build relationships with partners.
Service Leadership: Lead high-performing service team roles that span across system support and release management through strong leadership skills and information systems knowledge.
Process Facilitation: Facilitate Incident, Request, Change, and Escalation processes according to IT Service Management standards, ensuring high levels of performance, accurate reporting, and the establishment of service improvement activities.
Project Impact Management: Develop a strong understanding of projects impacting the service area and ensure service impact is minimized and agreed upon.
Service Quality Management: Be accountable for the quality of service and performance, ensuring future demand from growth and projects is understood and incorporated into capacity plans for systems and team members.
Incident Management: Manage Incident Response and Application Maintenance Work Queue.
Queue Supervision: Proactively supervise support queues assigned to the team.
Workload Prioritization: Ensure queue work items are prioritized and assigned based on severity and urgency according to IT and business evaluation, maintaining a multi-week backlog for each team member.
Workload Optimization: Monitor team member queue workloads to ensure optimization and balance.
Project Coordination: Liaise with Project Management to ensure project support transition tasks are integrated into overall workloads.
Training Management: Ensure support staff are trained and prepared for new application responsibilities.
Performance Evaluation: Evaluate team members for superior customer service skills and collaboration with business product owners.
Application Support Planning: Ensure team members collaboratively create and maintain application support plans with other IT support teams and third-party vendors.

29. IT Service Delivery Manager Tasks

Service Delivery Leadership: Lead a team of resources to deliver IT services on time and within budget, maintaining end-to-end accountability for overall delivery and customer satisfaction.
IT Strategy Alignment: Work with the IT leadership team and colleagues to determine necessary activities to successfully deliver IT services throughout the business and contribute to the wider goals of IT Services and strategy.
Resource Planning: Ensure the right type and number of resources required to fulfill the service requirements or customer demand are available and in place.
Customer Satisfaction: Deliver customer satisfaction and overall excellence by identifying opportunities or issues, assisting with speedy resolution, and serving as an escalation point.
Demand Management: Understand the pipeline of demand and work to ensure an appropriate supply of resources.
Process Optimization: Be responsible for service delivery, reporting, and optimizing processes through continuous improvement.
Priority Management: Manage multiple and conflicting priorities in a timely and sensitive way, with full transparency to the IT Service Delivery Manager.
Stakeholder Management: Manage and lead stakeholders towards solutions while helping them understand resource constraints and prioritization conflicts.
Vendor Management: Occasionally manage supporting technology vendors and lead elements of technology and service delivery projects.
Performance Reporting: Generate, maintain, and communicate Key Performance Indicators and other metrics relating to the IT Service Desk function.
Operational Support: Undertake such other reasonable duties, commensurate with the job holder’s experience and qualifications, for the smooth operation of the business.

30. IT Service Delivery Manager Roles

Financial Management: Manage the financial health of the projects, including budgeting, billing/invoicing, profitability, EVA, realization, and cost management.
Business Development Support: Support the pre-sales and sales team in business development within the account.
Customer Feedback Management: Govern and drive action planning and closure of customer feedback and comments for all projects in collaboration with the project manager.
Customer Relationship Management: Interact with customers to manage expectations and ensure smooth project execution to achieve high customer satisfaction.
Project Initiation: Initiate new projects and approve resources and plans for the new projects.
Project Monitoring: Monitor and review project and deliverable status, scope, cost, and schedule while guiding project managers toward meeting objectives.
Project Compliance: Review and approve project plans and periodically monitor compliance with the same.
Risk Management: Identify risks, plan mitigation strategies, and ensure business continuity.
Resource Utilization: Ensure optimal deployment and utilization of resources.
Process Improvement: Drive process and performance improvement across the projects.
Corporate Implementation: Implement various corporate, unit, and branch-level initiatives within the account.
Role Assignment: Identify and assign appropriate roles to team members.
Performance Management: Set reasonable, challenging, and clear performance goals for direct reports, monitor performance, and provide appropriate feedback.
Team Development: Support and guide the team to achieve personal, team, and professional goals.
Competency Management: Track competency gaps among team members and ensure relevant learning or task assignments to close those gaps.

31. IT Service Delivery Manager Additional Details

Asset Management: Manage the full life cycle of assets from acquisition, operation, maintenance, to disposal.
Service Availability: Ensure that services deliver agreed levels of availability to meet the current and future needs of the business.
Capacity Management: Ensure that service components have the capacity and performance to meet current and planned business needs.
Change Management: Assess risks associated with proposed changes and ensure changes to products, services, or systems are controlled and coordinated.
Incident Management: Coordinate responses to incident reports, minimize negative impacts, and restore service.
Problem Management: Manage the life cycle of all problems that have occurred or could occur in delivering a service.
Service Validation: Manage the process to obtain formal confirmation that service acceptance criteria have been met.
Service Catalog Management: Provide a source of consistent information about available services and products to customers and users.
Service Level Management: Agree on targets for service levels and assess, monitor, and manage the delivery of services against the targets.
Supplier Management: Align the organization's supplier performance objectives and activities with sourcing strategies and plans, balancing costs, efficiencies, and service quality.

32. IT Service Delivery Manager Essential Functions

Technical Support: Deliver strong technical first and second line support across the group, with local responsibility for technical procurement, cost management, process design, IT controls, and escalation handling.
Onsite Support: Maintain accountability for onsite support provided within the Philadelphia office, aligned with office growth and business-as-usual activities.
Service Request Management: Utilize the Group's Service Delivery tool to prioritize and resolve Service Requests and Incidents effectively across all jurisdictions.
Asset Management: Deploy and maintain all end-user hardware and software, ensuring accurate IT asset inventory management.
Business Relationship Management: Build strong collaborative relationships with business users and understand their needs to support the 'Follow the Sun' operational model.
Proactive Support: Utilize a proactive support model through root cause analysis, automation design, and continuous identification of efficiencies.
Service Quality Management: Maintain quality service delivery by establishing and enforcing standards aligned with the ITIL framework.
Cross-Functional Collaboration: Develop strong relationships across the IT department to assist in successful project delivery and knowledge transfer.
Office Relocation Support: Assist in the preparation, deployment, and post-support of office moves and relocations.
Process Documentation: Ensure all processes are documented, audited, and regularly improved, including knowledge base articles for end users.
Professional Development: Pursue ongoing personal development and attain professional qualifications as agreed with management.
Supplier Management: Build effective business relationships with key suppliers and contractors supporting the IT Service function.
Continuous Improvement: Identify and implement Continuous Service Improvements to enhance daily business operations.

33. IT Service Delivery Manager Role Purpose

Stakeholder Management: Identify and interface with key stakeholders across the organization to ensure efficient technology design.
Architecture Governance: Ensure all Tools Design and Architecture processes and documents are fit for purpose, up-to-date, published, and reviewed regularly.
Status Reporting: Provide regular status reports on team activities against plans or schedules, detailing task accomplishments, issues, and progress.
Technical Coordination: Interact and interlock with identified onsite and offshore technical leads for each deliverable.
Project Leadership: Lead the development and integration of deliverables, overseeing Project Management and Service Delivery projects such as mass equipment deployments and software releases.
Procurement Management: Manage the procurement of IT services and equipment, including computers, peripherals, phones, wireless technologies, and cabling.
Issue Escalation: Escalate issues that cannot be resolved by the team.
Resource Coordination: Coordinate meetings with functional management to discuss project impediments, required resources, and task completion delays.
Team Development: Coach and develop team members, ensuring they receive the necessary education and training to participate effectively.
Collaboration Facilitation: Facilitate problem-solving and collaboration within and across teams.
Team Coordination: Coordinate with internal and external (on-site/offshore) teams to ensure alignment.
Meeting Management: Establish meeting times, places, and agendas, ensuring discussions and decisions lead to closure.

34. IT Service Delivery Manager General Responsibilities

Service Delivery Management: Be responsible for delivering IT services to R&D throughout the service lifecycle within the agreed service levels.
Vendor Management: Identify service vendors, establish services, and manage vendor performance.
Service Performance Management: Manage and provide visibility on the maintenance of R&D applications’ security, availability, reliability, maintainability, outage serviceability, and continuity requirements against cost-justified service and service level agreements.
Supplier Coordination: Plan, direct, and coordinate the efforts of suppliers’ operations teams to manage and maintain Business As Usual service, including access management and provisioning of R&D systems.
Service Health Monitoring: Oversee the general health of the live service required to meet business requirements.
Security Compliance: Oversee implementation of, and adherence to, security standards set by the Product Security and Enterprise Security Operations teams.
Architectural Integrity: Ensure the ongoing architectural integrity of the service throughout its lifecycle.
ITSM Governance: Ensure all IT Service Management processes, Service Level Agreements, and Underpinning Contracts are appropriate for the agreed service level targets.
Project Coordination: Coordinate projects initially, with expansion into new project delivery as the role matures and develops.

35. IT Service Delivery Manager Key Accountabilities

Service Support Management: Maintain high-performing service support functions, including IT Service Desk, Desktop Support, and VIP Support.
Process Ownership: Own the Incident, Request, Change, and Escalation processes, ensuring high performance, accurate reporting, and implementation of service improvement activities.
Incident Coordination: Take ownership of major incidents to ensure coordination of resolving parties, effective stakeholder communication, and completion of post-incident reviews.
Project Support: Champion Service and Support in projects by developing a strong understanding of service-impacting initiatives and ensuring minimal, agreed-upon disruptions.
Service Review Management: Drive internal and third-party service review meetings focused on performance, service improvements, quality, and processes.
AV and Presentation Support: Deliver excellent audiovisual and presentation support by maintaining meeting room technology to high standards and ensuring regular availability checks.
Training Management: Ensure training services are in place to educate staff on the effective use of meeting rooms and collaboration technology.
Desktop Team Leadership: Lead the Desktop Management team to continually improve the desktop computing environment.
Device Management: Manage the desktop computing environment to ensure laptops, PCs, and other access devices are built and maintained to high standards of performance and security.
Patch and Security Management: Ensure timely and effective patching and antivirus updates.
Technical Standards Development: Collaborate with the Technical Design team to evolve standards for hardware, software, and security in the desktop environment.

36. IT Service Delivery Manager Roles and Details

Data-Driven Decision Making: Collect data based on the right KPIs to ensure optimal, evidence-based decision-making.
Team Supervision: Supervise the IT Service Delivery team and manage workload distribution effectively.
Team Leadership: Provide guidance to team members by setting job expectations, planning, monitoring, appraising results, coaching, counseling, and mentoring employees while enforcing systems, policies, and procedures.
IT Service Management: Build and support functions for enhancing IT Service Management in collaboration with IT leadership, covering project management, asset management, service transition, availability, SLAs, lifecycle management, capacity, and demand management.
Technical Liaison: Act as the technical liaison for enterprise projects that require IT engagement.
Cross-Functional Collaboration: Work closely with Business Analysts, Project Management, and other stakeholders from design through service transition to operationalization.
Capacity and Demand Management: Maintain and develop data-driven strategies for managing cloud and on-prem capacity, tracking workloads to align resources and deliver projects on time.
Executive Communication: Establish and maintain regular written and in-person communication with IT leadership, senior management, and peers.
Infrastructure Delivery: Deliver IT infrastructure solutions that meet business needs with a focus on uptime, availability, scalability, and security.
Technical Communication: Explain complex technical solutions to non-technical staff clearly, emphasizing value and business impact.
Team Development: Promote and facilitate training opportunities to enhance team skills and professional growth.

37. IT Service Delivery Manager Responsibilities and Key Tasks

Infrastructure Relationship Management: Manage day-to-day relationships with all Platform teams to ensure infrastructure service delivery meets the Customer’s expectations.
Process Training: Train platform and business stakeholders on Conduent IT processes, specifically on interactions with IT Service Management.
Demand Documentation: Explain and manage the process to identify, define, and document scope and demand.
Customer Feedback Management: Capture customer satisfaction data and engage stakeholders to identify and implement improvements.
Team Coaching: Manage and coach the IT Service Desk and system administration staff to ensure excellent performance.
Standards Development: Create and maintain standards and templates for business process and IT service requirements capture.
Process Documentation: Create, communicate, and document joint IT and business processes.
Stakeholder Collaboration: Work closely with stakeholders and Service Provider delivery personnel to execute IT service delivery effectively.
Service Planning: Identify specific deliverables, milestones, and required tasks for successful service delivery.
Organizational Navigation: Assist stakeholders in navigating the Conduent organization to facilitate efficient communication and decision-making.
Customer Relationship Management: Build and maintain a strong service relationship with the Customer.
Service Review Management: Conduct Customer service review meetings covering performance reports, status, service improvements, quality, and processes.
Project Evaluation: Evaluate and manage new requests, projects, and business requirements to ensure timely delivery.
Project Milestone Management: Define and communicate project milestones and deliverables clearly to all stakeholders.
Operations Oversight: Oversee incident, problem, availability, change, and configuration management processes.
Performance Reporting: Define and communicate reports to the Customer to ensure KPI and SLA achievement.

38. IT Service Delivery Manager Duties and Roles

IT Operations Management: Oversee the delivery of IT operations to ensure smooth and efficient service performance.
Incident and Problem Management: Manage user and application support through effective incident and problem resolution.
Service Planning: Provide comprehensive service plans that manage and aggregate all relevant company services.
Team Leadership: Lead the service delivery team (3 people), manage conflicts, and ensure team processes and tasks are executed efficiently.
Infrastructure Improvement: Lead and refine the improvement team responsible for enhancing delivery infrastructure.
Customer Relationship Management: Maintain positive relationships with customers by identifying needs and ensuring service delivery aligns with company goals.
Financial Management: Manage finances and budgets related to service delivery operations.
Service Improvement: Assess customer feedback and apply expertise to establish, improve, and refine service offerings.
Partnership Development: Build partnerships and collaborate with team leaders to define services, delivery criteria, and effective solutions for emerging issues.

39. IT Service Delivery Manager Duties

IT Operations Management: Manage corporate and field IT operations staff to ensure consistent technical guidance and support across the organization.
Team Development: Establish an engaged, self-supporting IT team within the operating group to promote productivity and efficiency.
Service Coordination: Coordinate the delivery of IT services to company offices, ensuring uninterrupted service through collaboration with field and corporate IT teams.
Standards Management: Coordinate with group managers to establish user hardware and software standards, evaluate new end-user devices, and ensure compliance with business requirements.
Contract Administration: Administer group hardware and software contracts to achieve economies of scale and enhance cost and delivery efficiency.
Software Management: Ensure the seamless function of end-user software to deliver a consistent and reliable user experience.
Lifecycle Management: Administer IT solutions for device lifecycle management, including tracking, refreshing, reclaiming, and recycling of IT hardware and software assets.
Compliance Oversight: Supervise end-user services enterprise-wide using dashboards and metrics to ensure adherence to IT and Cyber Security Policies and Standards.

40. IT Service Delivery Manager Details

Project Delivery Management: Be responsible for PUAM project delivery in the Asia Region with the support of local Project Managers and Subject Matter Experts.
Infrastructure Migration: Coordinate activities for the migration of the PUAM infrastructure from Core IT to Private IaaS.
Operations Management: Manage day-to-day operations of account onboarding from initiation through completion.
Project Reporting: Provide regular updates to the Global Delivery Manager with comprehensive awareness of all regional project aspects.
Risk Management: Manage project risks and issues effectively, developing contingency plans and escalating when necessary.
Workshop Coordination: Organize and manage workshops for technical teams to ensure knowledge sharing and alignment.
Stakeholder Collaboration: Work closely with the entities receiving the service to ensure seamless integration and satisfaction.
Service Transition: Partner with BAU teams to transition the process smoothly into operational phases.
Documentation Improvement: Help improve project documentation and propose actionable recommendations for enhancement.

41. IT Service Delivery Manager Responsibilities

Technical Leadership: Lead technical support specialists by providing support, direction, and mentorship in tech support and service delivery.
Customer Relationship Management: Devise strategies to improve customer service and strengthen client relationships.
Service Support Management: Maintain high-performing service support functions, including Desktop Support and VIP Support.
Service Quality Management: Be accountable for the quality of service delivery and overall performance.
Capacity Planning: Ensure future demand from growth, changes, and projects is accurately forecasted and incorporated into capacity planning for all related systems.
Stakeholder Collaboration: Collaborate with internal IT stakeholders, vendors, and service providers to ensure effective solution planning, service delivery, and technical support.
Issue Management: Triage and escalate IT-related issues to drive fast, effective resolutions that meet business requirements.
Service Review Management: Drive internal and third-party service review meetings focused on performance, service improvements, quality, and process optimization.

42. IT Service Delivery Manager Job Summary

Product Management: Elaborate user stories, assess value, develop business cases, and prioritize initiatives to ensure the Product delivers maximum value in alignment with the product strategy.
Innovation Research: Research new and innovative ways the Digital Experience Management platform can be integrated with various IT technologies to benefit both Employees and IT Teams.
Content Development: Utilize technical expertise to build content packs that enhance customers’ Digital Employee Experience.
R&D Advisory: Advise R&D teams with workplace-specific insights during the development of self-help and self-healing workplace scripts and solutions.
Product Strategy: Contribute to product strategy formulation and the successful launch of new product features.
Agile Collaboration: Participate in Agile ceremonies such as scrum meetings, grooming, sprint planning, stand-ups, retrospectives, and demos.
Market Research: Monitor competitors and stay informed about industry trends and emerging technologies impacting the product landscape.
Cross-Functional Collaboration: Collaborate with and advise Solutions Consulting and Customer Success teams during customer engagements to ensure alignment and value delivery.

43. IT Service Delivery Manager Accountabilities

Service Management: Oversee proactive monitoring, reporting, and management of services, including continuous improvement of all services provided to the Fonterra business unit.
Performance Management: Manage and report on service performance against agreed service levels to ensure consistent delivery quality.
Escalation Management: Act as the primary point of escalation, managing resolution and communication for major delivery issues impacting business operations.
Demand Management: Sense and respond to demand signals for changes in service volumes or requirements to align with business needs.
Change Prioritization: Prioritize and manage service changes based on business priorities, as well as IT capability and capacity to deliver effectively.
Process Improvement: Provide recommendations to IT business customers on practice and process changes that enhance the overall IT experience.
Team Leadership: Lead teams responsible for delivering business services, including both internal IT personnel and external service provider staff handling BAU operations.
Customer Satisfaction Management: Measure and monitor Business Unit satisfaction regarding IT fulfillment of Work Requests, enhancements, and service changes, and develop actionable plans to improve satisfaction.

44. IT Service Delivery Manager Functions

Business Alignment: Understand business unit strategies to ensure IT services effectively enable and support organizational goals.
Business Model Support: Understand and adapt to changes in the Fonterra business model, including new service requirements that may impact IT Service Delivery, and respond proactively.
Service Reporting: Report comprehensively on current services, performance, enhancement progress, work requests, IT projects, and associated billing aspects.
Outcome Measurement: Develop business-related outcomes and performance measures, reporting against these along with Service Levels and other delivery commitments.
Change Management: Manage changes in alignment with business priorities to ensure IT responsiveness and flexibility.
Performance Management: Establish and report on performance metrics specific to the assigned business area.
Customer Relationship Management: Manage the Service Delivery relationship with business customers, ensuring clear communication across all aspects of IT service delivery for that area.
Impact Assessment: Assess the impact and severity of changes and incidents in collaboration with business areas, providing timely feedback to Service Delivery teams and third-party suppliers.
Continuous Improvement: Provide feedback and drive continuous improvements within IT to enhance service quality and alignment with business needs.

45. IT Service Delivery Manager Job Description

Strategic Implementation: Take collective responsibility for successfully implementing the Service Management team’s strategy and priorities, ensuring a strong focus on business partnership and outcome-driven results.
Collaboration Management: Maintain effective relationships with other Service Delivery Managers, fostering an open and collaborative environment that leverages each other’s strengths.
Cross-Organizational Insight: Develop a comprehensive, cross-organization view of Service Delivery business needs and developments, ensuring visibility of potential impacts across teams.
Operational Integration: Translate and embed new improvement initiatives into team operations, ensuring they are practical, sustainable, and aligned with business needs.
Continuous Improvement: Foster a culture that encourages the team to identify and implement improvement opportunities, utilizing the existing Operational Excellence (OE) frameworks within IT.
Initiative Management: Manage the implementation of improvement initiatives across the Service Delivery team and the broader IT function to ensure consistent execution.
Stakeholder Relationship Management: Build and maintain strong relationships with key external and internal stakeholders relevant to Service Delivery Management.
Future Planning: Collaborate with IT Managers to understand future requirements and articulate their potential impacts on current services back to business customers.
Decision Management: Maintain balance between long-term strategic goals and short-term operational needs, effectively resolving conflicting requirements as they arise.

46. IT Service Delivery Manager Overview

Core Competency Integration: Be responsible for integrating CNI Core Competencies into daily operations, including integrity, quality of work, financial responsibility, motivation, teamwork, problem-solving, organization, communication, leadership, affirmative action commitment, reliability, flexibility, and accountability.
SDLC Governance: Establish requirements for implementing, maintaining, and supporting a standardized SDLC methodology for new system development and production system enhancements, maintenance, and decommissioning activities.
Framework Support: Support the SDLC framework to ensure all processes and activities are in place for proper planning and management of IT system development and maintenance (software and hardware).
Service Delivery Lifecycle Management: Define key components and processes of the Service Delivery Lifecycle, outlining plans for transitioning to Service Delivery across the ITS organization.
Strategic Planning: Undertake strategic planning for application system upgrades, new releases, and migrations to new systems at both local and national levels.
Service Performance Management: Ensure responsive service delivery that meets SLA requirements through effective resource management and workload prioritization.
Process Compliance: Ensure systems, processes, and methodologies are consistently followed for effective monitoring, control, and support of service delivery.
Service Review Management: Attend service review meetings covering performance reports, service improvements, quality, and process enhancements.
Technical Advisory: Provide specialist professional advice and support to customer organizations regarding support and application development.
Complex Problem Solving: Analyze, investigate, and resolve highly complex IT issues where multiple solutions exist, and guidance may be limited or ambiguous.
Professional Development: Take responsibility for self-development by engaging in company-provided training and growth opportunities.
Productivity Planning: Plan daily activities within company policies and supervisor guidance to maximize personal output and efficiency.
Workplace Organization: Maintain a clean and orderly work environment to ensure personal and coworker safety and operational efficiency.

47. IT Service Delivery Manager Details and Accountabilities

Process Evangelism: Proactively promote and advocate for effective Problem, Change, and Configuration Management practices across the organization.
Process Operations: Perform day-to-day operations and execution of Problem, Change, and Configuration Management processes.
CAB Leadership: Lead weekly Change Advisory Board (CAB) meetings, document discussions, and publish meeting minutes and reports.
Change Evaluation: Evaluate proposed changes for eligibility as Standard Changes in alignment with established criteria.
RCA Coaching: Coach team members to ensure completeness and accuracy of Root Cause Analyses (RCA).
Resource Management: Manage one offshore resource dedicated to Problem and Configuration Management.
Documentation Management: Ensure all process, procedure, and work instruction documentation is current, accurate, and accessible.
Process Improvement: Identify areas for process efficiency and effectiveness improvements, recommending solutions with detailed benefits, risks, and challenges.
Tool Enhancement Participation: Actively participate in User Acceptance Testing (UAT) for Change, Problem, and Configuration Management tool enhancements.
Use Case Development: Develop use case scenarios to support process improvement and system optimization efforts.
KPI Reporting: Produce, monitor, and analyze Key Performance Indicators (KPIs), designing effective reporting for IT leadership visibility.
Continuous Improvement: Review and lead initiatives for tool, process, and metric enhancements to drive ongoing improvement.
Operational Readiness: Serve as Operational Readiness Lead for IT projects, ensuring successful transition into production environments.
Major Incident Leadership: Participate in on-call rotation as the Major Incident Management Lead, overseeing resolution coordination and communication.

48. IT Service Delivery Manager Tasks

Relationship Management: Develop and nurture trusted relationships with business-facing functions outside of IT through regular meetings and timely, high-quality communication.
Expectation Management: Manage customer, business, and technology expectations to ensure effective communication and swift restoration of services.
Escalation Management: Respond to, assess, and resolve client escalations promptly to maintain service reliability and customer satisfaction.
Root Cause Analysis: Follow up on post-incident root causes and drive corrective actions toward full resolution.
Remediation Implementation: Ensure mitigation and remediation measures are effectively deployed into production environments.
Product Reporting: Provide regular reports on product health and availability, maintaining transparency with stakeholders.
Maintenance Coordination: Facilitate emergency maintenance or changes requiring client testing, communication, or coordination.
Project Leadership: Initiate and drive projects aimed at achieving cost savings, revenue growth, and alignment with the product roadmap for respective lines of business (LOBs).

49. IT Service Delivery Manager Roles

Customer Experience Management: Improve customer experience by ensuring the delivery of high-quality services focused on service excellence, satisfaction, and productivity.
Transition Management: Understand and communicate project expectations during Transition to Support activities for new initiatives, ensuring proper operational oversight through LOB health dashboards.
Risk Governance: Operationalize and maintain the risk register, ensuring proper tracking, ownership, and governance of identified risks.
Service Level Improvement: Continuously enhance the Service Level Management process to ensure optimal service performance and alignment with customer expectations.
Experience Enhancement: Identify and implement ongoing initiatives to improve the overall customer experience through proactive engagement and service optimization.
Business Advocacy: Act as an advocate for both the Business and IT organizations, fostering alignment and collaboration across organizational boundaries.
Business Insight Integration: Bring business knowledge into the IT organization to enhance understanding of business needs and priorities.
Process Alignment: Collaborate with other ITSM process areas to ensure workflows and procedures align with evolving business requirements.
Incident Trend Analysis: Perform trend analysis on incidents to identify recurring issues and drive targeted improvements for enhanced customer experience.

50. IT Service Delivery Manager Additional Details

Staffing Management: Determine staffing requirements for the service delivery team to ensure adequate resource allocation for operational needs.
Recruitment and Hiring: Recruit, interview, and select service delivery staff in collaboration with the Regional VP to build a high-performing team.
Employee Development: Develop employees’ skills, promote teamwork, and foster open, effective communication across the service delivery function.
Performance Management: Monitor staff performance through regular evaluations and conduct performance reviews to ensure continuous improvement.
Goal Setting: Establish clear goals and objectives for service delivery staff aligned with business and service priorities.
Operational Oversight: Manage daily activities of the service delivery team to ensure achievement of SLAs and SLOs.
Service Management: Oversee all service calls, including scheduling, escalation handling, and ensuring client satisfaction.
Client Onboarding: Lead the successful execution of client onboarding and other service delivery projects.
Expense Management: Manage expenses, including headcount, scope, and change control, to meet budgetary targets effectively.
Billing Oversight: Accurately monitor and track billing and invoicing activities to ensure financial accuracy and accountability.
Service Optimization: Ensure effective delivery while driving service improvement and cost reduction initiatives.
Process Improvement: Develop recommendations to reduce delivery costs and enhance service levels, leveraging CW tools to optimize workflows.
Automation Collaboration: Coordinate with the NOC team to identify recurring or global issues that could be mitigated through automation.
Compliance Management: Ensure adherence to internal and customer policies, standards, and compliance requirements.

51. IT Service Delivery Manager Essential Functions

Cost Management: Manage and monitor spend on incidents outside of fixed contracts, identifying and implementing opportunities for cost savings.
Vendor Management: Manage external partners and suppliers to drive performance, ensure compliance, and maintain control over assigned budgets.
Service Level Management: Conduct regular Service Level Meetings to validate and review vendor performance against contractual obligations.
Disaster Recovery Compliance: Ensure all solutions comply with agreed Disaster Recovery standards and readiness requirements.
Documentation Management: Ensure the Service Desk has all necessary documentation to effectively support implemented solutions.
Change Impact Assessment: Assess the impact and potential risks of proposed changes, facilitating efficient and controlled implementation.
Performance Reporting: Report regularly on key performance indicators, including uptime, incidents, changes, and patch levels.
Process Standardization: Implement and enforce standards and procedures to ensure consistent support delivery and adherence to SLAs and KPIs.
Service Improvement: Continuously evaluate and enhance service delivery processes and strengthen business engagement.
Team Management: Manage and lead the support team, including Application, Infrastructure, and Desktop engineers, to ensure optimal performance and service quality.

52. IT Service Delivery Manager Role Purpose

Business Partnership: Partner with regional businesses on all IT Infrastructure and Digital Workplace topics, representing Schneider Digital and supporting the execution of business and functional strategies.
Service Delivery Management: Ensure efficient delivery of IT support, infrastructure, and digital workplace services in alignment with Schneider Electric standards and policies.
Project Review: Provide regular reviews on infrastructure and digital workplace project activities, global initiatives, and operational aspects to business partners across Schneider Digital.
Demand and Scope Management: Perform initial assessment of infrastructure and digital workplace demands, including project scope, cost estimation, and value or benefit analysis.
Requirements Gathering: Collect detailed requirements from business units for necessary infrastructure or digital workplace needs, ensuring clarity on timing, benefits, and viability.
Application Lifecycle Management: Gather information from the business on application ownership, lifecycle planning, and sunsetting of legacy applications or infrastructure.
Demand Prioritization: Collaborate with the business to prioritize IT demands based on business value and strategic importance.
Support Function Oversight: Maintain high-performing service support functions, including IT Service Desk, Business Systems Support, and Executive Support.
Process Excellence: Ensure high levels of performance in service delivery processes through accurate reporting, service monitoring, and the implementation of continuous improvement initiatives.

53. IT Service Delivery Manager General Responsibilities

Operational Excellence: Develop and drive improvements across internal and external partners to create best-in-class operational experiences through collaboration, leadership, and a customer-centric approach.
Project Leadership: Identify, scope, and lead critical projects and initiatives in partnership with cross-functional teams across the organization.
Business Partnership: Collaborate with business leaders and executive management to provide strategic leadership in resource allocation and tactical execution for new business growth.
Project Delivery Management: Ensure successful delivery and timely completion of IT projects by applying best practices in resource planning, communication, and team collaboration.
Talent Development: Manage and develop IT resources through coaching, mentoring, and providing system and business expertise to build internal IT capability.
Service Delivery Management: Lead, direct, and develop the service delivery team to ensure consistent, high-quality project outcomes and service performance.
Escalation Management: Serve as the escalation point for IT product and service concerns, ensuring timely resolution and stakeholder satisfaction.
SLA and KPI Management: Ensure SLAs are consistently met by generating and reviewing SLA reports, management information, and KPIs regularly.
Process Optimization: Streamline incident and problem management processes to continuously improve service levels and operational efficiency.
Stakeholder Engagement: Liaise and collaborate with business stakeholders as part of the service level management function to maintain alignment and service excellence.

54. IT Service Delivery Manager Key Accountabilities

Site IT Management: Manage operational duties related to all site-based IT capabilities and services within assigned geographical areas.
Partner Collaboration: Maintain close relationships with IT partners, key site contacts, and suppliers to ensure effective and reliable IT service operations.
Site Support Oversight: Oversee site support activities performed by internal teams, augmented staff, or service partners to ensure consistent service quality.
Incident Management: Manage the full lifecycle of incidents at each site, focusing on rapid service restoration and minimal business disruption.
SLA and KPI Management: Monitor and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service performance meets agreed standards.
Work Coordination: Coordinate IT work estimates, provide oversight on task execution, and ensure alignment with operational priorities.
Financial Management: Contribute to financial planning, cost control, and budgeting for site-related IT work.
Service Delivery Management: Manage IT support and service delivery operations to ensure SLAs are consistently achieved and service reliability is maintained.
Team Leadership: Manage and mentor the IT Service Delivery team, ensuring regular staff training, professional development, and performance appraisals.

55. IT Service Delivery Manager Roles and Details

Service Level Management: Ensure service levels are clearly defined, agreed upon, comprehensive, and aligned with any contractual SLAs for end customers.
Internal Service Compliance: Ensure agreed service levels are consistently met with internal customers and stakeholders.
Service Reporting: Provide a complete suite of service performance reports to key internal customer stakeholders for transparency and decision-making.
Performance Tracking: Track, verify accuracy, and report trending performance against agreed service levels to identify improvement areas.
Improvement Management: Monitor and report the progress of service improvement plans, major issue resolutions, and root cause analysis outcomes.
Escalation Management: Act as the point of escalation for projects, business-as-usual activities, and major incidents to ensure timely resolution.
Process Integration: Collaborate with squads to ensure support processes are robust, standardized, and effectively linked across teams.
Strategic Engagement: Engage with functional team members at both executive and technical levels to present strategies, roadmaps, and feature overviews, gather requirements, and refine roadmaps based on tangible business outcomes.
Team Leadership: Manage technical product analysts, scrum masters, and engineering teams by setting clear expectations, providing coaching and mentorship, and fostering a cohesive, high-performing team environment.

56. IT Service Delivery Manager Responsibilities and Key Tasks

Performance Management: Monitor regional SLAs and KPIs to ensure alignment with and contribution to Global Service Delivery performance objectives.
Incident Management: Lead the Major Incident Management process for all critical incidents in the region, conducting thorough Post-Incident Reviews and implementing agreed improvement actions.
Policy Implementation: Deliver and oversee the adoption of global IT policies, processes, and procedures within the region by both IT and non-IT personnel.
Service Delivery Management: Be accountable for IT service delivery across all Cochlear sites in the region, including new site setups, existing operations, and relocations.
Team Management: Manage the Site Services Team responsible for providing second-level IT support throughout the region.
Agile Development: Develop and empower the team to self-organize and adopt agile methodologies for improved efficiency and adaptability.
Resource Management: Ensure the Site Services function is properly resourced and managed to meet all End User technology requirements in the region.
Cross-Functional Collaboration: Build strong working relationships and influence across organizational and functional groups to ensure successful strategy execution.

57. IT Service Delivery Manager Duties and Roles

Requirements Management: Gather functional requirements, assess their technical feasibility, and communicate them clearly to external teams for feature development aligned with business needs.
Collaboration Management: Liaise and collaborate with external development teams to ensure timely and accurate delivery of solutions.
Solution Validation: Validate functional and technical proposals in the utilities sector and recommend effective, scalable solutions.
Operational Support: Oversee daily IT operations, ensuring service continuity and efficiency.
Service Level Management: Ensure service levels are consistently maintained and aligned with business and customer expectations.
Incident Coordination: Act as the focal point for reporting operational and security incidents, coordinating resolution efforts and follow-up actions.
Workload Prioritization: Manage and prioritize complex workloads effectively under time constraints.
Change Leadership: Lead the team through cultural and technical transformation initiatives as part of the organization’s growth journey.
Training and Development: Provide training, mentorship, and support to team members within the broader organization to build capability and alignment.
Stakeholder Relationship Management: Maintain strong relationships with key external vendors and internal stakeholders to ensure collaboration and service excellence.

58. IT Service Delivery Manager Responsibilities

Business Relationship Management: Build strong relationships between IT and the Business to become a trusted partner focused on delivering value and high-quality services.
Business Enablement: Enable business goals through the strategic and effective use of IT capabilities and services.
Infrastructure Alignment: Ensure standardized IT infrastructure services and solutions meet the specific requirements of the business.
Request Ownership: Own and manage all non-standard IT requests, ensuring proper routing, ownership transfer, and successful resolution.
Infrastructure Management: Manage IT infrastructure for the designated area, ensuring standardization, compliance, and security aligned with Global IT strategy and policy.
IT Communication: Provide clear and effective communication on IT-related matters and foster collaboration with other teams to maintain open dialogue.
Resource Management: Manage IT resources, including budget, costs, and local IT infrastructure staff, while leveraging centralized IT services to meet agreed SLAs.
Strategic Initiative Coordination: Provide input and coordinate the deployment of key strategic regional initiatives, such as CRM, e-commerce, and brand.com, to export markets.
Project Support: Support project teams by providing insights into local technology landscapes and planning for region-specific nuances in export markets.

59. IT Service Delivery Manager Job Summary

Operations Management: Take a lead role in managing the day-to-day operations of IT services delivered within the Buying and Merchandising functions.
Customer Relationship Management: Develop and maintain strong internal relationships while ensuring high levels of customer satisfaction and experience, monitoring that Operations teams and Technology Service Partners meet agreed service levels.
Issue Management: Provide expert management support for complex or high-profile customer issues, ensuring thorough root cause analysis and implementation of corrective actions.
Problem Management: Lead efforts to identify and eliminate root causes of recurring issues, driving continual service improvement initiatives.
Performance Optimization: Support IT operations by enhancing performance efficiency and implementing strategies for cost reduction.
Process Improvement: Ensure effective operational processes are in place and challenge existing methods to deliver service enhancements and innovation.
Stakeholder Communication: Report and communicate with stakeholders regarding service operations, incident management, and improvement initiatives to ensure clarity, visibility, and timely updates using appropriate communication channels.
Team Management: Manage both on-shore and off-shore delivery teams to ensure operational objectives and performance targets are consistently met.
Infrastructure Planning: Develop infrastructure and capacity plans aligned with business growth and future operational requirements.

60. IT Service Delivery Manager Accountabilities

End User Management: Lead IT end user support across the South and Southeast Asia region, ensuring smooth operations of systems, security tools, applications, servers, laptops, desktops, and hardware/software inventory.
Operational Analysis: Analyze departmental needs, identify vulnerabilities, and implement process improvements to enhance productivity, efficiency, and accuracy while aligning with broader business initiatives.
Stakeholder Partnership: Build and maintain strong partnerships with key stakeholders, including IT audit teams, internal business units, and senior leadership.
Infrastructure Strategy: Provide strategic vision for infrastructure services, drive innovation, and leverage emerging IT trends to create business value aligned with company goals.
Service Management: Ensure high levels of IT service delivery, meeting or exceeding SLAs while maintaining strong user satisfaction.
Vendor Evaluation: Prepare cost-benefit analysis reports for system upgrades and continuously evaluate vendors to ensure optimal service quality and value for the company.
Team Leadership: Scale and strengthen the IT team’s capacity by providing mentorship, developing both technical and non-technical competencies, and demonstrating strong leadership.
Performance Management: Monitor and ensure supplier compliance with SLAs across all third-party managed service providers.
Performance Review: Participate in regular service performance reviews, monitor service management issues, and develop or refine SLAs and performance metrics to drive continuous improvement.

Relevant Information

What Does An IT Service Management Analyst Do?

What Does An IT Service Manager Do?