Global Service Delivery Manager

The Service Delivery Manager (SDM) at Teceze is responsible for managing and ensuring the successful delivery of IT Infrastructure, End-User Computing (EUC), and large staffing engagements across multiple regions.

This role is pivotal in maintaining service quality, operational consistency, and client satisfaction , while overseeing high-value projects, managing global teams, and driving process standardisation through SOP (Standard Operating Procedure) creation and governance .

You will act as a bridge between clients, internal delivery teams, and senior leadership — ensuring every engagement meets defined SLAs, KPIs, and business outcomes .

Key Responsibilities

1. Service Delivery Management

• Oversee and coordinate the global delivery of IT infrastructure and EUC services across multiple client accounts.
• Ensure service delivery meets contractual SLAs, KPIs, and quality standards.
• Manage incident, problem, and change management processes in line with ITIL best practices.
• Implement proactive monitoring, reporting, and escalation mechanisms for global operations.
• Maintain high service availability, reliability, and client satisfaction scores (CSAT / NPS).
• Conduct regular service reviews with clients and internal leadership.

2. Project & Program Oversight

• Manage and deliver high-value infrastructure and EUC transformation projects (e.g. migrations, rollouts, cloud transitions, hardware refresh, or EUC modernization).
• Work closely with Project Managers, Architects, and Delivery Leads to ensure milestones, budgets, and timelines are met.
• Identify project risks and implement mitigation strategies.
• Oversee resource allocation, scheduling, and dependency management across global teams.
• Provide governance and executive-level visibility into ongoing project health and delivery outcomes.

3. Staffing & Resource Engagements

• Lead and manage large staffing operations (permanent, contract, and project-based staffing) for global clients.
• Collaborate with talent acquisition and HR for workforce planning, onboarding, and utilization.
• Monitor deployment, productivity, and performance of on-site and offshore teams.
• Drive optimization of staffing costs and bench management strategies.

4. SOPs, Process Design & Continuous Improvement

• Develop, document, and maintain Standard Operating Procedures (SOPs) for all delivery functions, including:
• Incident / Problem / Change management
• Request fulfilment and escalation
• Service reporting, risk management, and client communication
• Staffing engagement and onboarding/offboarding
• Ensure all processes adhere to ITIL, ISO, and Teceze’s governance frameworks.
• Drive automation, process simplification, and continuous improvement across service lines.
• Conduct regular audits to ensure process adherence and identify improvement areas.

5. Client & Stakeholder Management

• Serve as a primary point of contact for operational escalations, client satisfaction, and delivery alignment.
• Build and nurture trusted relationships with client stakeholders and partners.
• Participate in quarterly business reviews (QBRs) and service improvement planning.
• Work closely with account management and pre-sales teams to ensure service continuity and contract renewals.
• Escalate issues and risks proactively, providing solutions and corrective action plans.

6. Team Leadership & Global Collaboration

• Lead geographically dispersed delivery and support teams (onshore / offshore).
• Coach and mentor Team Leads and Engineers to achieve performance excellence.
• Promote a culture of accountability, teamwork, and customer-centric service.
• Align teams with organisational goals, KPIs, and compliance standards.
• Drive collaboration between technical, delivery, and operational functions across time zones.

7. Financial & Operational Governance

• Track and report on delivery costs, utilization, project margins, and profitability.
• Work with finance to manage budgets, forecasts, and resource costs.
• Identify and execute opportunities for cost optimization and efficiency improvements.
• Ensure contractual compliance and commercial integrity in all engagements.

Key Deliverables

• SLA and KPI compliance across all client accounts
• Documented and implemented SOPs for all delivery operations
• Consistent CSAT >90% and high client retention
• Timely, within-budget completion of all assigned infrastructure/EUC projects
• Measurable cost savings through process improvement and resource optimization
• Regular QBR reports and operational dashboards

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