Purpose of the Job
The D&T Service Delivery Manager is a senior leadership role accountable for end-to-end IT service delivery performance across assigned business services, platforms, and technology domains. The role ensures that technology services supporting logistics operations, digital channels, and corporate platforms are delivered with consistent quality, reliability, and business alignment.
The Service Delivery Manager owns service performance governance, SLA and OLA adherence, vendor delivery oversight, and cross-functional operational coordination. The role acts as the primary accountability point for service outcomes, stakeholder service experience, and continuous service improvement across IT Operations, resolver teams, and managed service providers.
This role operates at Senior Manager level with cross-functional influence, people leadership accountability, and commercial and contractual governance responsibility.
Job Description
The D&T Service Delivery Manager is a senior leadership role accountable for end-to-end IT service delivery performance across assigned business services, platforms, and technology domains. The role ensures that technology services supporting logistics operations, digital channels, and corporate platforms are delivered with consistent quality, reliability, and business alignment.
Key Responsibilities
Service Accountability & Performance Ownership
- Own end-to-end service delivery performance for assigned services and platforms across availability, quality, and responsiveness measures.
- Act as the single accountable owner for service performance across IT Operations and resolver groups.
- Maintain clear service ownership models and accountability mapping across support layers (L1–L3 and vendors).
SLA / OLA Governance & Reporting
- Define, maintain, and govern SLAs, OLAs, and underpinning agreements aligned with business expectations.
- Establish service performance dashboards and regular executive and operational reporting.
- Monitor SLA performance trends and drive corrective and preventive actions.
Vendor & Managed Service Governance
- Govern managed service providers and external support partners delivering operational services.
- Ensure vendor performance meets contractual obligations and service targets.
- Lead vendor service reviews, escalation governance, and performance improvement plans.
Operational Process Alignment
- Ensure strong alignment between Service Delivery and Incident, Problem, Change, and Request Management practices.
- Review major incidents and recurring issues from a service impact and service risk perspective.
- Ensure problem and remediation actions translate into measurable service improvement.
Business & Stakeholder Engagement
- Act as the primary service interface for business stakeholders for assigned services.
- Translate technical service metrics into business impact and service risk language.
- Provide structured service health reports and service risk summaries to stakeholders.
People & Capability Leadership
- Lead and develop service delivery analysts and service coordinators within assigned scope.
- Define service management capability and certification expectations.
- Drive coaching, mentoring, and performance management across service delivery resources.
Service Improvement & Maturity Uplift
- Own continuous service improvement plans and service maturity roadmaps.
- Identify systemic service weaknesses and improvement opportunities.
- Drive automation, standardization, and process optimization initiatives.
Customer & Business Impact
- Improves reliability and predictability of IT services supporting logistics and digital operations.
- Reduces business disruption through stronger service governance and vendor control.
- Increases stakeholder confidence in IT service performance and accountability.
Financial Result:
- Deliver measurable reduction in incident volumes, MTTR, operational rework, and unplanned outages.
- Improve cost efficiency through automation, standardized operations, and vendor optimization.
- Ensure vendor spend aligns to business outcomes, contractual commitments, and financial governance expectations.
Job Requirements - Experience and Education
- Minimum 10+ years of experience in IT service delivery, IT operations, or managed services leadership roles.
- Proven experience managing SLAs, OLAs, and vendor service performance in large enterprises.
- Experience in 24×7 mission-critical environments (transportation, logistics, retail, banking, or digital platforms preferred).
- Strong working knowledge of ITIL and ITSM operating models.
- Experience working with enterprise ITSM platforms (e.g., ServiceNow or equivalent).
- Bachelor’s degree in Information Technology, Engineering, or related discipline.
Certifications:
Mandatory:
- ITIL v4 Foundation (or must obtain within 6–12 months)
Preferred:
- ITIL v4 Managing Professional modules
- Kepner-Tregoe, Six Sigma, SRE certifications
Leadership Behaviors
Building Outstanding Teams
Setting a clear direction
Simplification
Collaborate & break silos
Execution & Accountability
Growth mindset
Innovation
Inclusion
External focus
Skills
