Service Delivery Manager

Responsibilities

• Own managed service governance, SLA performance, and stakeholder communication
• Coordinate operational functions across support, DevOps, SRE, QA, incident, change, and release management
• Develop and maintain client relationships and participate in contract negotiations
• Manage the Service Catalogue and ensure service design requirements are met
• Monitor, measure, and report on contractual activities, including SLAs and OLAs
• Drive Continual Service Improvement (CSI) and manage service transitions
• Oversee business continuity planning and risk management for IT services
• Act as a primary bridge between the client and internal operations managers

Requirements

• 8+ years of professional experience in IT service delivery
• Proven experience delivering ITIL-aligned services within SLA frameworks
• Working knowledge of virtualization, networking, and hosting technologies
• Strong communication skills with the ability to engage everyone from technical architects to CIOs
• Demonstrated experience producing service reports and service improvement plans
• Ability to manage multiple workstreams and dynamic client priorities
• Excellent written and spoken English with the ability to write clear, articulate reports
• Diplomatic approach with the ability to remain calm under pressure

About the Company

Endava combines world-class engineering, industry expertise, and a people-centric mindset to partner with leading brands. We consult and create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses globally.