Service Delivery Manager – SDM

FCamara Consulting & Training

. Own service contract governance and serve as the single point of contact for client relationship management .

Posted 11/4/2026full-timeSão Paulo • BrazilSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in service contract governance, client relationship management, and compliance with service-level agreements. Proven ability to lead operational meetings, manage performance metrics, and drive continuous improvement in managed IT or security services.

Highest-signal resume keywords

Service-Level Agreement ManagementITIL Foundation CertificationServiceNow ExperienceMetrics-Driven OperationsRegulated Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Contract GovernanceRisk ManagementCapacity ManagementProblem ManagementPerformance Metrics ReportingContinuous Improvement ProgramsContract Transition ManagementAction Plan TrackingAutomation PlanningBacklog Reduction

Soft Skills

Client Relationship ManagementLeadershipPresentation SkillsStakeholder EngagementCollaboration

Tools & Technologies

ServiceNow

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

Managed IT ServicesSecurity ServicesBankingRegulated IndustryService CreditsComposite Service-Level Indices

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Own service contract governance and serve as the single point of contact for client relationship management
Lead weekly operational meetings, monthly management meetings, and quarterly executive committees
Present service performance 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 completion
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 platform vendor’s participation in quarterly executive committees

Requirements

What you’ll need

10+ years of professional experience, with a solid track record in managed IT or security services delivery management
Current ITIL Foundation certification
Demonstrated experience managing service-level agreements and managed-service performance metrics, including identifying deviations and leading corrective action plans
Experience leading executive committees and management meetings with director-level stakeholders
Hands-on experience with ServiceNow for demand management and operational metrics reporting
Availability to work exclusively during business hours, Monday through Friday
Experience in banking or another regulated industry
Experience with contracts involving service credits 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 contract transition phases involving shadow operations, reverse shadowing, and formal acceptance criteria

Benefits

Comp & perks

Hybrid work arrangement, with 3 days on-site per week
Business hours, 8:00 a.m. to 5:00 p.m., Monday through Friday
Position also open to candidates with disabilities