Service Delivery Manager

About the role

Rozmith is seeking a Service Delivery Manager to own the end‑to‑end client experience for its managed‑services portfolio. In this client‑facing position you will act as the primary contract point, ensuring that service commitments, SLAs and client expectations are consistently met while driving continuous improvement.

Key responsibilities

• Manage the full service relationship for an assigned portfolio of managed‑services clients, serving as their trusted advocate within Rozmith.
• Monitor SLA performance, ticket trends, incident and problem management, and develop service improvement plans.
• Lead regular service reviews and quarterly business reviews, presenting performance metrics, roadmap recommendations and improvement initiatives to client stakeholders.
• Own escalations as senior point of contact during major incidents, providing clear and timely communication until resolution.
• Coordinate with service desk, engineering and security teams to remove delivery roadblocks and align resources with client priorities.
• Oversee client lifecycle activities such as onboarding, off‑boarding, projects and service transitions.
• Identify gaps against contracted services, surface risks early and recommend enhancements or upsell opportunities.
• Maintain accurate service documentation, runbooks and client‑specific delivery standards.
• Drive continuous improvement by analysing recurring issues, championing root‑cause fixes and refining delivery processes.

Required profile

• Proven experience in service delivery, account management or service‑desk/operations leadership, preferably within an MSP or IT services environment.
• Excellent client‑facing communication skills with the ability to build trusted relationships from technical staff to C‑level executives.
• Solid understanding of IT service management frameworks, including SLAs, incident/problem/change management and service reporting.
• Analytical ability to interpret service data and translate trends into actionable improvements.

Required skills

• ITIL Foundation certification (or higher).