Service Delivery Manager IT Managed Services

Kochasoft; 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

Job Description

Kochasoft is looking for an experienced Service Delivery Manager (SDM) to manage end-to-end IT service delivery for enterprise customers in a global delivery environment.

The ideal candidate should have strong experience in IT Service Management (ITSM), SLA/KPI management, customer stakeholder management, major incident management, service governance, and continuous improvement.

The SDM will act as the primary operational point of contact for customers and ensure that services meet contractual, operational, financial, and quality commitments.

Key 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.

Required Skills & Experience

• 9+ years of relevant IT Service Delivery / Service Management experience.
• Minimum 7+ years supporting enterprise-level customers.
• Strong experience managing senior customer stakeholders and service escalations.
• Proven experience in SLA and KPI management.
• Strong knowledge of ITIL / ITSM processes.
• Experience in Incident, Problem, Change, and Major Incident Management.
• Experience managing global delivery teams in offshore/onshore models.
• Strong experience in customer governance, MSR and QBR meetings.
• Experience managing service scope, contractual obligations, risks, and account profitability.
• Strong communication, customer management, and leadership skills.

Mandatory Qualification

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

Preferred Experience

• Experience working in Managed Services environments.
• Experience managing multiple enterprise customers or multi-client delivery.
• Experience supporting geographically distributed teams.
• Exposure to complex enterprise IT service environments.