Service Delivery Manager

BULLIT MANAGEMENT SERVICES LIMITED; New Jersey; On-site; USD 110,000 - 150,000; Full time

Job summary

BULLIT MANAGEMENT SERVICES LIMITED is seeking an onsite Service Delivery Manager to oversee IT services at the client site, ensuring SLA/KPI alignment and strong governance.

The role coordinates with onsite and offshore teams, manages incidents and escalations, and drives continuous improvement in a global delivery model.

Qualifications

• Strong ITIL-based service management skills required.
• Experience with EUC, network, cloud, and service desk environments.

Responsibilities

• Own end-to-end service delivery for all in-scope IT services at client location.
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments.
• Drive incident, service request, problem, and change management processes.
• Monitor service performance and implement corrective actions to improve service quality.
• Act as SPOC for client stakeholders and provide executive-level updates.
• Lead major incident management and RCA reviews, tracking CAPAs.
• Coordinate onsite, offshore, and third-party teams; manage vendor performance.
• Establish governance frameworks and publish dashboards and KPIs for leadership review.

Skills

ITIL Process

IT Infrastructure

ServiceNow

Power BI

Stakeholder Mgmt

Escalation Mgmt

Education

Bachelor’s degree in Engineering/IT

Tools

ServiceNow

Power BI

Monitoring tools

Job description

Job Summary

The Onsite Service Delivery Manager (SDM) will act as the primary interface between the client and delivery organization, ensuring seamless execution of IT services in alignment with contractual SLAs, KPIs, and business objectives.

This role is responsible for service governance, stakeholder engagement, operational performance, escalation management, and continuous improvement, while coordinating closely with offshore teams, vendors, and internal stakeholders.

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Key Responsibilities

1. Service Delivery & Operations

• Own end-to-end service delivery for all in-scope IT services at client location
• Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments
• Drive incident, service request, problem, and change management processes
• Monitor service performance and implement corrective actions to improve service quality

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2. Client & Stakeholder Management

• Act as the single point of contact (SPOC) for client stakeholders
• Build strong relationships with business and IT leadership
• Conduct daily/weekly/monthly governance meetings
• Provide executive-level updates, dashboards, and service reviews (SteerCo)

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3. Incident & Escalation Management

• Lead major incident management (P1/P2) and ensure timely resolution
• Drive RCA reviews and track corrective and preventive actions (CAPA)
• Manage critical escalations with a proactive and assertive approach

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4. Team & Vendor Management

• Coordinate with onsite, offshore, and third-party teams
• Ensure optimal resource utilization and skill alignment
• Monitor vendor performance and compliance with SLAs
• Foster a collaborative and high-performance team environment

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5. Service Governance & Reporting

• Establish strong governance frameworks and reporting cadence
• Publish RAG status, service dashboards, and KPIs for leadership review

Track metrics such as:

• SLA compliance
• Incident resolution trends
• Same-day closure rates
• Ticket backlog and aging

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6. Continuous Improvement & Transformation

• Identify opportunities for automation, optimization, and cost efficiency
• Drive process standardization and best practices (ITIL framework)
• Lead initiatives in:

• ServiceNow / ITSM optimization
• End-user experience improvements
• Automation (e.g., Power BI, scripting, integrations)

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7. Transition & Change Management

• Support service transitions and stabilization (project to BAU)
• Ensure smooth onboarding of new services or enhancements
• Govern change implementation with minimal business disruption

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Required Skills & Competencies

Technical & Process

• Strong expertise in ITIL-based service management processes
• Experience in IT infrastructure services (EUC, network, cloud, service desk, etc.)
• Familiarity with tools like ServiceNow, Power BI, monitoring tools

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Leadership & Functional

• Strong stakeholder management and communication skills
• Proven ability in handling escalations and crisis situations
• Experience managing global delivery models (onsite/offshore)
• Data-driven decision-making and analytical mindset

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Soft Skills

• Excellent communication and presentation skills (executive-level)
• Strong problem-solving and decision-making ability
• High ownership, accountability, and customer focus

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Qualifications

• Bachelor’s degree in Engineering, IT, or related field
• ITIL Certification (preferred)
• PMP / Prince2 (good to have)

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Success Criteria

• Consistent SLA and KPI achievement
• High customer satisfaction (CSAT) scores
• Reduction in incidents, backlog, and recurring issues
• Improved operational efficiency and automation adoption