Full-Time Service Delivery Manager

Roboyo is a leading intelligent automation company. We seek an experienced Service Delivery Manager to lead a portfolio of managed services engagements.

Key Responsibilities:

• Ensure service level commitments and client expectations are met.
• Plan and manage resource requirements.
• Provide operational transparency and performance visibility to clients and leadership.
• Monitor issues, prioritize resources to meet SLAs.
• Foster and maintain client relationships.
• Mentor Service Delivery Leads.
• Ensure adherence to IT service delivery and management framework.
• Oversee operational and commercial performance.
• Maintain SLAs for clients.
• Act as liaison for operational matters and support Service Delivery Leads.
• Collaborate with Service Delivery Managers and Leads.
• Apply process automation knowledge to tactical and strategic client conversations.
• Serve as initial escalation point for issues.
• Maintain continuous engagement coverage.
• Ensure service delivery teams are informed about objectives, coverage, SLAs, and reporting.
• Coordinate and assist with recruitment.
• Accountable for team implementation quality and service objects.
• Define and implement best practices in collaboration with managers and leads.
• Identify and present technology leveraging opportunities to maximize client investment and upsell.
• Manage, mentor, and guide Service Delivery Leads.

Required Qualifications:

• US-based, visa sponsorship not available.
• Bachelor's degree in Business, IT, or related field, or equivalent experience.
• Minimum 5 years' experience in service delivery management, preferably in managed services.
• Comprehensive understanding of service level agreements and operational best practices.
• Practical experience with service management frameworks like ITIL or CMMI.
• Proficient communication, collaboration, escalation, and problem-solving skills.
• Demonstrated leadership and experience in mentoring teams.

Preferred Qualifications:

• Project management, service delivery certifications.
• Experience leading cross-functional teams in multinational corporations.
• Demonstrated strategic planning and execution in managed services.
• Strong client relationship management and negotiation skills.

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