{"id":3274525,"url":"https://alion.io/job/serviqual-service-delivery-manager","title":"Service Delivery Manager","company":{"id":4442726,"name":"serviqual","domain":"serviqual.com","url":"https://alion.io/company/serviqual","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Riche Terre, Mauritius"],"countries":["MU"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":35000,"max":55000,"currency":"MUR","period":"month","gross":null,"usd_annual":14040},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-10-26T11:12:20Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-10T12:20:22Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"1. Job Purpose\nThe Service Delivery Manager (SDM) is responsible for ensuring that managed IT services are delivered in accordance\nwith agreed service levels, quality standards and client expectations.\nThe SDM acts as the operational owner of the client technical relationship, providing governance across service\nperformance, escalations, reporting and continual improvement. The role connects the client with technical delivery\nteams while maintaining clear accountability for service quality and customer experience.\n2. Key Responsibilities\n2.1 Client Relationship and Service Governance\nAct as the primary service-management point of contact for assigned clients.\nUnderstand client business needs, priorities and service expectations.\nMaintain regular communication regarding service performance, risks and improvement opportunities.\nBuild a trusted relationship between the client and ServiQual delivery teams.\nGather and address client dissatisfaction through appropriate operational improvement actions.\n2.2 Service Performance Management\nMonitor delivery against contractual Service Level Agreements (SLAs) and agreed service KPIs.\nReview incidents, service requests and problems from a governance perspective.\nMonitor service quality and identify trends requiring operational attention.\nWork with delivery teams to address recurring service issues.\nEnsure agreed corrective actions are assigned, tracked and completed.\n2.3 Reporting and Service Reviews\nPrepare and present regular service-performance reports.\nMaintain visibility of SLA performance, availability, resolution performance and customer satisfaction.\nHighlight service risks, recurring issues and improvement opportunities.\nConduct structured service-review discussions with clients and relevant internal stakeholders.\nTranslate operational data into clear, meaningful information for the client.\n2.4 Escalation and Major Incident Governance\nAct as a service-management escalation point for assigned clients.\nEnsure critical client escalations receive appropriate ownership and attention.\nCoordinate communication between the client and delivery teams during significant service disruptions.\nEnsure major incidents are appropriately governed through resolution.\nEnsure follow-up actions from significant incidents are tracked to completion.\n2.5 Problem Management and Continual Improvement\nIdentify recurring incidents and service-quality concerns.\nEnsure appropriate problem records or improvement initiatives are raised for recurring issues.\nWork with technical and operational teams to drive sustainable corrective actions.\nMaintain a Continual Service Improvement Plan (CSIP).\nPromote ITIL-aligned service-management practices.\nIdentify opportunities to improve service quality, efficiency and customer experience.\n2.6 Cross-Team Coordination\nCoordinate service-management activities across the Run Motion and relevant teams.\nFacilitate clear ownership where an issue crosses multiple technical domains.\nMaintain effective communication between client-facing and technical teams.\nReview the transition pack at the kickoff meeting for Client onboarding\n3. Qualifications and Experience\nEssential\nExperience in IT service delivery, managed services or IT service management.\nPractical understanding of ITIL principles and service-management processes.\nExperience working with SLAs, KPIs and customer-facing service reporting.\nStrong client and stakeholder-management capability.\nStrong communication, facilitation and escalation-management skills.\nAbility to interpret operational data and translate findings into service improvements.\nStructured problem-solving and continual-improvement mindset.\nDesirable\nITIL Foundation certification or equivalent working knowledge.\nExperience within a Managed Service Provider environment.\nExposure to Microsoft 365, infrastructure, networking, end-user services or cybersecurity operations.\nExperience with recognised IT service-management platforms.\n4. Measures of Success\nConsistent achievement and transparent management of agreed service levels.\nStrong client relationships and confidence in service governance.\nClear, accurate and meaningful service reporting.\nEffective coordination of service escalations and major-incident communication.\nReduction of recurring service issues through Problem Management.\nTimely completion of agreed improvement actions.\nProactive identification of service risks and improvement opportunities.\nMeasurable continual improvement in service quality and customer experience.","description_format":"text","description_chars":4524,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","Transportation & Logistics"],"lifecycle":[{"event":"open","at":"2026-10-26T13:34:40Z"}],"visa":[],"liveness":{"score":69,"band":"ok","label":"Likely open","p_open":1,"p_active":0.769,"p_room":0.9,"age_days":14,"expected_fill_days":27,"reasons":["conf:5","win:mid"],"computed_at":"2026-11-10T06:52:35Z"},"pay":{"stated_usd_annual":14040,"is_top_pay":false},"html_url":"https://alion.io/job/serviqual-service-delivery-manager","json_url":"https://alion.io/job/serviqual-service-delivery-manager.json","meta":{"generated_at":"2026-11-10T17:26:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6128,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4442726},"rest":"https://alion.io/mcp/rest/get_company?id=4442726"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fserviqual-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fserviqual-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fserviqual-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/serviqual-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fserviqual-service-delivery-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3274525}},{"tool":"search_jobs","arguments":{"company":"serviqual.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3274525},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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