Global IT Service Delivery Manager - Enterprise Focus

KochaSoft Inc; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

KochaSoft Inc. seeks an experienced Service Delivery Manager (SDM) to oversee end-to-end IT service delivery for enterprise customers in a global delivery environment.

The role emphasizes ITSM, SLA/KPI management, stakeholder relations, and governance to meet contractual and quality commitments. The SDM will coordinate with offshore/onshore teams, manage incidents and major incidents, and drive continuous improvement through MSRs and QBRs.

Qualifications

• ITIL Foundation Certification, preferably ITIL 4 or newer.
• Hands-on experience with ITSM tools such as ServiceNow, Jira, or equivalent

Responsibilities

• Own end-to-end IT service delivery for assigned enterprise customers.
• Ensure achievement of SLAs, KPIs, service quality, and contractual commitments.
• Build strong relationships with senior customer stakeholders and act as a trusted service delivery partner.
• Manage customer escalations, risks, issues, and major incidents through resolution.
• Conduct and present Monthly Service Reviews (MSRs) and Quarterly Business Reviews (QBRs).
• Drive Incident, Problem, and Change Management in line with ITSM best practices.
• Coordinate with global offshore/onshore and cross-functional delivery teams.
• Monitor service performance and identify opportunities for continuous improvement.
• Perform trend analysis, root cause analysis, and corrective/preventive actions.
• Manage service scope and commercial obligations.
• Protect account profitability and margins through scope control and proactive risk management.
• Ensure consistent service delivery across geographically distributed teams.

Skills

ITSM

SLA/KPI management

Stakeholder management

Major incident management

Service governance

Continuous improvement

ITIL / ITSM processes

Incident/Problem/Change management

MSR/QBR meetings

Global delivery (offshore/onshore)

Tools

ServiceNow

Jira

Job description

KochaSoft Inc. seeks an experienced Service Delivery Manager (SDM) to oversee end-to-end IT service delivery for enterprise customers in a global delivery environment.

The role emphasizes ITSM, SLA/KPI management, stakeholder relations, and governance to meet contractual and quality commitments. The SDM will coordinate with offshore/onshore teams, manage incidents and major incidents, and drive continuous improvement through MSRs and QBRs.