Company
A Turkiye-based IT services company providing end-to-end managed services, infrastructure solutions and operational support to corporate clients. The company focuses on delivering reliable and sustainable technology services to ensure business continuity and operational efficiency.
Position Summary
We are looking for a Service Delivery Manager to lead and continuously improve end-to-end service delivery operations for our clients. This role sits at the intersection of operations, client management and technical service delivery, ensuring that services are delivered in line with agreed SLAs, performance targets and client expectations.
Key Responsibilities
- Own end-to-end service delivery performance across assigned accounts
- Ensure compliance with SLAs, KPIs and contractual commitments
- Act as the main client interface for service-related topics
- Lead regular service review meetings and performance reporting
- Coordinate cross-functional teams (support, infrastructure, network, etc.)
- Proactively identify service risks, issues and improvement areas
- Drive continuous improvement initiatives across services
- Manage escalations and ensure timely resolution
- Support transition and onboarding of new clients/services
Qualifications
- 5+ years of experience in IT service delivery / managed services
- Strong understanding of IT infrastructure, cloud or support services
- Experience managing enterprise or mid-size client accounts
- Familiarity with ITIL framework (certification is a plus)
- Proven ability to manage SLAs, KPIs and reporting structures
- Strong stakeholder management and communication skills