Description
Master Works is seeking an experienced Service Delivery Manager (SDM) with prior exposure to Data & Integration Managed Services to oversee service delivery, manage client relationships, and ensure the successful and timely delivery of services in line with agreed SLAs and business requirements. The SDM will be responsible for coordinating with technical teams, monitoring service performance, managing escalations and risks, and driving continuous improvement. The role requires strong project management, stakeholder management, and communication skills to ensure operational excellence and high client satisfaction.Key Responsibilities: Manage end-to-end service delivery for Data & Integration Managed Services, ensuring services are delivered according to agreed SLAs, KPIs, and contractual commitments. Act as the primary point of contact for clients, maintaining strong relationships and ensuring high levels of customer satisfaction. Lead and coordinate service delivery teams across Data Engineering, Integration, ETL, APIs, and related technologies. Monitor service performance, operational KPIs, SLAs, incidents, risks, and service improvement initiatives. Manage project and service delivery plans, ensuring milestones, deliverables, resources, and budgets are effectively controlled. Coordinate with technical teams, project managers, vendors, and business stakeholders to resolve operational and delivery issues. Identify delivery risks and dependencies and implement appropriate mitigation and escalation plans. Prepare and present regular service performance reports, dashboards, and management updates to clients and senior leadership. Drive Continuous Service Improvement (CSI) initiatives to improve service quality, efficiency, and customer experience. Ensure proper governance, documentation, change management, incident management, and problem management processes are followed. Support resource planning, capacity management, onboarding, and performance management of service delivery teams. Manage escalations and ensure timely resolution of critical incidents and customer concerns.