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Become A Service Delivery Manager

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Working As A Service Delivery Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $105,916

    Average Salary

What Does A Service Delivery Manager Do At Caci International

* Responsible for working across tasks and synchronizing efforts and maintain high quality services across the end-to-end enterprise.
* Ensures a seamless operation across tasks and fosters a culture of continual service improvement to improve the efficiency and effectiveness of deployed services.
* Ensures consistent adherence to policies, processes, and procedures.
* A senior technical resource on the program, monitoring all performance metrics and ensuring the service delivery meets all Service Level Agreements (SLAs).
* Provide technical, managerial, and administrative direction for problem definition, analysis, requirements development, and implementation for complex to extremely complex systems in the subject matter area.
* Interacts with key customer stakeholders and internal team leads to coordinate activities, review planned changes, respond to unplanned outages, and to resolve escalated issues.
* Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
* Investigate and report all breaches of OLA's and Service Management Processes and manage the proposal and implementation of solutions to prevent future occurrences.
* Ensure effective delivery, management and improvement to client needs.
* Mandatory Qualification
* Bachelor's degrees in Computer and Information Technology Services
* Twelve years' progressively experience in major ITSM, IT software, hardware, or integration projects.
* ITIL Expert certification

What Does A Service Delivery Manager Do At KPMG

* Lead an on shore and off shore team in the delivery of a KPMG Spectrum Software as a Service (SaaS) product to our external clients
* Manage the client relationship though onboarding, initiation, and ongoing operational support
* Lead application support and maintenance including product patches, migration, and release rollouts
* Interface and vendor manage external and internal KPMG groups; including but not limited to: Service / Help Desk, Database Admins, and Cloud Ops
* Drive efficiency and cost savings by continuously improving business process and task automation
* Define and report Key Performance Indicators (KPI) and Service Level Agreements (SLAs) to monitor process health and client facing service metrics

What Does A Service Delivery Manager Do At Cisco

* Client Relationship
* Own Cisco Services Delivery Experience
* Maximize customer loyalty and satisfaction with key customer stakeholders by driving value in service delivery
* Services Portfolio: General awareness of Cisco Services Portfolio and common services framework
* Drive revenue growth through new addressable markets
* Accountable for profitability of multiple engagements within a single customer, managing activities across new pursuits, revenue recognition, efficiencies, productivity, and projects.
* Define and measure relevant key performance indicators
* Develop and drive services delivery strategy, in conjunction with Sales Leadership
* Build plans to pursue new opportunities in conjunction with Sales Leadership
* People management
* Who You'll Work With
* Working with top notch engineering and executive talent in one or more key Web
* Scale & Cloud Providers.
* You will be partnering with Cisco’s brightest talent in Services, Sales and Engineering working on the leading edge solutions Cisco is taking to market for customers who are redefining the IT industry.
* As a Service Delivery Manager, you will report directly into the Web Customer Transformation Team in Cisco Advanced Services.
* Who You Are
* You are a Services General Manager with Service Provider vertical industry experience -- preferably 15
* years.
* You have the technical aptitude required to guide network engineering and software developers to deliver complex projects.
* You use your knowledge of resource estimation and optimization to shape commercial proposals for new business pursuits.
* You are an Operational leader responsible for delivering customer value across Cisco’s lifecycle Services portfolio.
* You build and operate within agile business environment, bringing best practices and strategies for governing leading-edge technology engagements to deliver exemplary value.
* You have exemplary client-facing communication skills and work collaboratively and autonomously as needed across different organizations to influence desired team and partner outcomes and resolve conflicts

What Does A Service Delivery Manager Do At American Express

* Mitigate and solve day to day customer EUC technical issues escalations with urgency and determination
* Manage customer expectations and identify gaps between their needs and existing capabilities, working with diverse technology teams to close those gaps
* Communicate with customers, solicit feedback and look to continually improve to ensure we exceed customer expectations
* Contribute to a shared body of knowledge to establish and entrench global best practices
* Ensure SLA's & operational KPIs are met, working as necessary with internal and external support functions when major incidents occur, and provide 24x7 global level support for the Executive Solutions customer base.
* Oversee a high and very critical client base at American Express Company and special project assignments to ensure deadlines are achieved with high quality results to the end user.
* Understand the local and regional infrastructure and key contacts in the other competencies, i.e. network team, Notes team, server admin, outside vendors etc., to ensure that the proper team is aware of any technical issue in order to take proper action.
* Responsible for result or results of the Executive Solutions team Quality of deliverables impact Customer satisfaction.
* Develop of proposals in both hardware and software solutions on specific requirement for new and upcoming technology.
* Advise clients in the analysis of technical requirements and the implementation of technical solutions and estimating scopes of effort and ensuring high client satisfaction.
* Interacting with executives/ client staff and outside vendors and developing and presenting creative solutions to the Executives and staff.
* Knowledge across several platforms, processes, architectures, methodologies and analyzes technical problems and creates solutions using new or existing techniques and tools.
* Seek out vendors for the latest cutting edge technology and productivity tools for the engineers to research and evaluate.
* Interact periodically with local phone vendors and Internet service providers in areas of equipment ordering, troubleshooting, quarterly briefings, and AMEX standard compliance to enhancements capabilities.
* Advise customers on equipment purchases through Ariba Buyer or via approved vendor, based on AMEX EUC standard compliance.
* Work with regional ESS teams to provide support to local and traveling executives, and travel to offsite office locations to offer technical assessment and advice on executive support implementation/execution, as needed.
* Required Skills
* years working in a high-touch customer service or premium retail environment with high net-worth customers
* A demonstrable ability and unwavering desire to move into a leadership roles
* Strong evidence of maintaining professionalism and service-focus under pressure
* Proven trouble-shooting & problem solving ability
* Exemplary communication skills

What Does A Service Delivery Manager Do At CGI Technologies and Solutions, Inc.

* Experienced in service delivery processes and end-to-end delivery of complex projects
* Good exposure to project financials with the ability to develop and manage revenue, cost and profitability
* Manage and deliver client engagements on-time/on budget and contribute to a high level of client satisfaction
* Support Client relationship and Business Development.
* Understand and Address client concerns on resources and delivery
* Track deliverables as per milestones and report to management and all stakeholders
* Manage delivery team and support all aspects of project planning and execution activities
* Provide administrative/operational leadership and ensure work scope, schedule, and budget are well defined and maintained
* Required qualifications to be successful in this role:
* years of experience in IT industry
* years of experience as a Delivery Manager
* Service Delivery Management experience
* Strong Project Management (5+ years)
* Technical background (Java, J2EE, etc.) with a thorough understanding of the software development lifecycle in a distributed computing environment.
* Operational Process development experience
* Exposure to project financials with the ability to develop and manage revenue, cost and profitability
* Apply CGI quality methodologies across the portfolio; understanding a wide range of technologies offerings delivered to a large number of clients.
* Solid organizational skills and ability to work with multiple priorities
* Excellent verbal, written, and interpersonal communication skills interpersonal skills including the ability to work with diverse personalities.
* Solid documentation skills

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Service Delivery Manager jobs

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Service Delivery Manager Career Paths

Service Delivery Manager
Technical Services Manager Service Manager
Assistant Vice President
7 Yearsyrs
Senior Manager Director Of Information
Chief Information Officer
11 Yearsyrs
Operations Director Corporate Director
Director Of Human Resources
10 Yearsyrs
Information Technology Director Technical Director
Director Of Information
10 Yearsyrs
Information Technology Director Technical Consultant
Information Technology Manager
8 Yearsyrs
Business Developer Business Development Officer
Manager, Assistant Vice President
7 Yearsyrs
Account Executive Regional Sales Manager
National Account Manager
8 Yearsyrs
Senior Project Manager Program Director
Operations Director
9 Yearsyrs
Senior Manager Controller
Operations Manager
7 Yearsyrs
Program Manager General Manager
President Of Operations
11 Yearsyrs
Technical Services Manager Project Manager
Product Manager
7 Yearsyrs
Account Executive Project Manager
Program Manager
8 Yearsyrs
Service Desk Manager Operations Manager
Purchasing Manager
9 Yearsyrs
Technical Manager Engineering Manager
Quality Assurance Manager
9 Yearsyrs
Operations Director Territory Manager
Sales And Operations Manager
7 Yearsyrs
Delivery Manager Program Manager
Senior Account Manager
7 Yearsyrs
Senior Project Manager Senior Product Manager
Senior Manager
10 Yearsyrs
Technical Manager Operations Manager
Senior Operations Manager
9 Yearsyrs
Program Manager Information Technology Project Manager
Senior Project Manager
12 Yearsyrs
Delivery Manager Senior Project Manager
Vice President And Manager
10 Yearsyrs
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Service Delivery Manager Demographics


  • Male

  • Female

  • Unknown



  • White

  • Asian

  • Hispanic or Latino

  • Unknown

  • Black or African American

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Languages Spoken

  • Spanish

  • Carrier

  • Portuguese

  • French

  • German

  • Mandarin

  • Russian

  • Chinese

  • Japanese

  • Filipino

  • Ukrainian

  • Dutch

  • Korean

  • Italian

  • Czech

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Service Delivery Manager Education

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Real Service Delivery Manager Salaries

Job Title Company Location Start Date Salary
Service Delivery Manager Aequor Technologies, Inc. Cambridge, MA Sep 15, 2015 $208,000
Service Delivery Manager McKinsey & Company, Inc. United States Jersey City, NJ Aug 01, 2015 $166,271
Service Delivery Manager Capgemini America, Inc. Atlanta, GA Aug 18, 2016 $154,565 -
Manager, Service Delivery Cisco Systems, Inc. San Jose, CA Dec 20, 2015 $154,440 -
Manager, People Analytics-Projects and Delivery Gartner, Inc. Stamford, CT Mar 28, 2016 $150,000
Service Delivery Manager McKinsey & Company, Inc. United States San Francisco, CA Jan 07, 2016 $150,000
IT Service Delivery Manager Randstad Technologies, LP Cumberland, RI Mar 16, 2015 $150,000
IT Service Delivery Manager FIS Management Services LLC Addison, TX Jul 22, 2016 $147,900
US Region Sd/Mpd Service Delivery Manager Weatherford International, LLC Houston, TX Aug 03, 2015 $147,784
IT Service Delivery Manager Senior FIS Management Services LLC Addison, TX Mar 23, 2015 $145,000
Senior Service Delivery Manager 4Th Source Memphis, TN May 20, 2016 $139,901
Service Delivery Manager McKinsey & Company, Inc. United States New York, NY Aug 15, 2015 $137,888
Service Delivery Manager McKinsey & Company, Inc. United States San Francisco, CA Jan 07, 2016 $135,000
Manager, Project Delivery Plenary Group USA Ltd. Los Angeles, CA Aug 15, 2016 $133,000 -
Senior Service Delivery Manager Capgemini America, Inc. Chicago, IL Nov 29, 2015 $115,794 -
Senior Service Delivery Manager Capgemini America, Inc. Chicago, IL Nov 29, 2015 $115,000 -
Platform Services Functional Service Delivery Manager Monsanto Company Saint Louis, MO Jul 18, 2016 $115,000
Technical Service Delivery Manager (IT Project Manager) McGraw-Hill Global Education, LLC East Windsor, NJ Jun 13, 2016 $115,000 -
Service Delivery Manager ATOS It Solutions and Services, Inc. Mason, OH Sep 16, 2016 $115,000
F&A Shared Services Delivery Manager Continuserve LLC Richardson, TX Jul 11, 2015 $113,000
Service Delivery Manager Oracle America, Inc. Houston, TX Jul 01, 2016 $111,467 -
Service Delivery Manager Wise Men Consultants Inc. Houston, TX Dec 29, 2016 $110,000
Service Delivery Manager IBM India Private Limited Dallas, TX Dec 08, 2016 $97,698
Service Delivery Manager Computer Sciences Corporation Irving, TX Mar 21, 2016 $97,698
Service Delivery Manager Capgemini America Inc. Burbank, CA Jul 29, 2016 $97,400
Service Delivery Manager American Express Travel Related Services Phoenix, AZ Jun 11, 2015 $97,115
SAP Service Delivery Manager/Technical Specialist Hitachi Data Systems Corporation CA Aug 28, 2015 $96,800 -
Service Delivery Manager .09) SDG Corporation Cincinnati, OH Dec 31, 2016 $95,894
Senior Service Delivery Manager IBM India Private Limited Miami, FL Jun 02, 2015 $95,368
Senior Service Delivery Manager IBM India Private Limited Miami, FL Jun 01, 2015 $95,368

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Top Skills for A Service Delivery Manager


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Top Service Delivery Manager Skills

  1. Service Delivery
  2. Infrastructure
  3. Procedures
You can check out examples of real life uses of top skills on resumes here:
  • Streamlined service delivery by merging several diverse teams into an integrated whole.
  • Reviewed and approved all account activities including development of infrastructure, network, facilities.
  • Monitored staff performance and implemented procedures to improve quality of service.
  • Maintained current customer satisfaction while defining future growth plans for the account.
  • Drove/participated and coordinated audit readiness and GSD331 compliance for delivery.

Top Service Delivery Manager Employers

Service Delivery Manager Videos

Career Advice on becoming a Service Delivery Manager by Julie R (Full Version)

Career Advice on becoming a Service Delivery Manager by Julie R (Highlights)