Job Overview:
We are seeking an experienced and dynamic Service Delivery Manager (SDM) to oversee the delivery of Microsoft 365 (M365) Managed Services. The SDM will manage the service management framework, ensuring that service levels meet the agreed-upon Service Level Agreements. The ideal candidate will have a strong background in service delivery management, incident and problem management, and a keen focus on continuous service improvement.
Key Responsibilities:
· Ensure service delivery meets the defined SLAs
· Lead and coordinate the Managed Services team
· Oversee the management of incidents and problems, ensuring proper tracking, root cause analysis, and timely resolution.
· Change and Configuration Management:
· Conduct regular review meetings with service providers to discuss performance, address issues, and identify improvement opportunities.
· Service Improvement and Risk Management:
· Manage the transition process for taking over managed services from existing teams or vendors.
Qualifications:
- 5 years’ experience as a Service Delivery Manager or similar role within IT Managed Services.
- Strong understanding of M365 services, including Exchange Online, MS Teams, SharePoint, and OneDrive.
- Experience in SLA management, incident and problem management, and service improvement.
- Solid leadership skills with the ability to manage and guide technical teams.
Skills:
- Excellent organizational and coordination skills.
- Strong communication skills, able to manage stakeholder relationships effectively.
- Analytical thinking with a problem-solving approach.
- Ability to work in a fast-paced environment and manage competing priorities.
Preferred Certifications:
- ITIL Foundation Certification (v3 or 4).
- Microsoft 365 Certified: Enterprise Administrator Expert.
- Microsoft Certified: Security Operations Analyst Associate.
