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Service Delivery Manager – SDM
FCamara Consulting & Training. Own the service’s contractual governance and serve as the single point of contact for the client .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in managed IT service delivery management, focusing on service level agreements, compliance, and operational metrics. Proven ability to lead executive meetings and manage client relationships effectively within regulated industries.
Highest-signal resume keywords
Managed IT Service Delivery ManagementService Level Agreement ManagementITIL Foundation CertificationServiceNow ExperienceMetrics-Driven Operations
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Risk ManagementCapacity ManagementProblem ManagementContinuous Improvement ProgramsContractual Transition Phases
Soft Skills
LeadershipCommunicationStakeholder Management
Tools & Technologies
ServiceNowPolicy Management Platform
Certifications & Qualifications
ITIL Foundation Certification
Industry Keywords
Banking SectorRegulated IndustryService Credit RegimesComposite Service Level Indices
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Own the service’s contractual governance and serve as the single point of contact for the client
- Lead weekly operational meetings, monthly management meetings, and quarterly executive steering committees
- Present service metrics and manage compliance with service level agreements (SLAs)
- Lead risk management, capacity management, and recurring problem management for the operation
- Track action plans agreed with the client through to closure
- Prepare and present the monthly executive report
- Present the automation plan, backlog reduction plan, and opportunities for rule cleanup, platform optimization, and environment rationalization on a quarterly basis
- Coordinate the participation of the policy management platform vendor in the quarterly executive steering committees
Requirements
What you’ll need- 10+ years of professional experience, with a proven track record in managed IT or security service delivery management
- Current ITIL Foundation certification
- Proven experience managing service level agreements and managed service metrics, including identifying deviations and leading corrective action plans
- Experience leading executive steering committees and management meetings with director-level stakeholders
- Hands-on experience with ServiceNow for demand management and operational metrics extraction
- Availability to work exclusively during business hours, Monday through Friday
- Experience in the banking sector or another regulated industry
- Experience with contracts involving service credit regimes and composite service level indices
- Metrics-driven operations experience and a track record of leading formal continuous improvement programs
- Experience with contracts involving teams distributed across shifts and 24x5 or 24x7 coverage
- Experience with contractual transition phases involving shadow operation, reverse shadowing, and formal acceptance criteria
Benefits
Comp & perks- Position also open to persons with disabilities
- Hybrid work arrangement, with 3 days on-site per week
- Business hours: 8:00 a.m. to 5:00 p.m., Monday through Friday