Service Delivery Manager

Job Description:

Key Responsibilities:

• Oversee the maintenance, administration, and continuous improvement of the Managed Services department, including tools and processes.

  
  

• Ensure the efficient delivery of Managed Services toKaleriscustomers, adhering tohigh standardsof service

  
  

• Monitor service performance and availability

  
  

• Manage end-to-end service delivery for applications, infrastructure, cloud,databaseor support services

  
  

• Serve as the primary point of contact for customers, managing all aspects of service delivery and customer communication.

  
  

• Lead the department to consistently meet or exceed Service Level Agreement (SLA) metrics,Track KPIs like uptime, response time, resolution time,preparereports and dashboards for management,Identifyareas for improvement

  
  

• Develop and implement strategic plans to drive growth and maturity of the Managed Services department.

  
  

• Build strong relationshipswith customersand ensure customer satisfaction 

  
  

• Conduct regular service review meetings

  
  

• Manage IT support teams (L1, L2, L3),allocateresources and ensure proper workload distribution,Mentorand guide team members

  
  

• Manage third-party vendors and service providers, ensure vendors meet contractual obligations, Handle escalations with external partners

  
  

• Drive service improvement initiatives, Implement best practices (often aligned with ITIL),Optimizeprocesses and reduce costs

  
  

• Ensure IT servicescomply withsecurity and regulatory standards,identifyrisksand implement mitigation strategies

  
  

Qualifications:

• Minimum9years of experience as a Services Delivery Manager within an enterprise software company or related field.

  
  

• At least7years of experience managing a Project Management Office (PMO), Services Organization, or equivalent, with a focus on elevating service delivery capabilities.

  
  

• Strong project managementexpertise, supported by certifications such as PMI, PRINCE2, or equivalent.

  
  

• Highly self-motivated, detail-oriented, and able tooperateeffectively in a fast-paced environment.

  
  

• Strong analytical and problem-solving skills, with the ability to prioritize tasks in high-pressure situations.

  
  

• Excellent customer service skills, with a focus onmaintainingstrong client relationships.

  
  

Knowledge, Skills, and Abilities:

• Experience in the maritime orlogisticsindustry is highlyadvantageous.

  
  

• Familiarity withN4Terminal Operating System (TOS) is a significant asset.

  
  

• Proven ability to work effectively in a team-oriented, collaborative environment, including working within distributed and virtual teams.

  
  

• Leadership and team management 

  
  

• Knowledge of ITIL processes 

  
  

• Problem-solving and decision-making 

  
  

• Experience with service management tools (e.g., ServiceNow, JIRA) 

  
  

• Analytical and reporting skills

  
  

• Demonstrates professionalism, a strong work ethic, and a positive attitude.

  
  

• Outstanding verbal and written communication skills, stakeholder management

  
  

• Exceptional organizational and multitasking abilities.

  
  

• Commitment to delivering high-quality customer service and ensuringtimelyfollow-up.

  
  

• A track recordof meeting deadlines andmaintaininga high standard of performance.

  
  

• Multilingual capabilities are a plus.

  
  

This position is ideal for a highly motivated individual who thrives in a dynamic, customer-facing role and is eager to drive the growth and success of the Managed Services department.

Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.