Service Delivery Manager

Job Description

Service Delivery Manager Digital Workplace Services & Application Packaging / Release Management

Field Details

Primary Scope Global Digital Workplace L2 support, macOS L1/L2 support, mobile device support, Windows device support, Communication & Messaging, Collaboration & Productivity, and Application Packaging / Release Management.

Operating Model Remote/global managed service with regional business-hour coverage, follow-the-sun support model where applicable, ITIL-aligned execution through ServiceNow.

Key Tools / Platforms ServiceNow, Microsoft 365, Teams, Exchange Online, Intune, SCCM/MECM, PatchMyPC, JAMF, Active Directory / Entra ID, Microsoft Defender, Power Platform, Power BI, D365, telephony platforms.

Seniority Senior delivery leader accountable for service performance, governance, transition readiness, stakeholder management, SLA/KPI outcomes, and continuous improvement.

1. Role Purpose

The Service Delivery Manager (SDM) will own end-to-end delivery governance for the managed Digital Workplace Services and Application Packaging / Release Management scope. The role is accountable for ensuring stable service operations, SLA and KPI achievement, stakeholder communication, ITSM process adherence, transition execution, audit-ready documentation, and continuous improvement across globally distributed workplace services.

2. Key Responsibilities

Service Delivery & Operations Governance

Own day-to-day delivery performance across all in-scope towers and ensure services operate within agreed support windows, escalation paths and operational boundaries.

Ensure adherence to ITIL-aligned Incident, Request, Change, Problem and Knowledge Management processes using ServiceNow as the operational system of record.

Monitor queue health, backlog, aging, priority tickets, major incident tasks, escalations, reopen trends and recurring issue patterns.

Coordinate resolver groups for complex issues requiring Level 3 support, security validation, platform ownership decisions, vendor investigation or onsite action.

SLA, KPI & Reporting Management

Own SLA/KPI governance including first response, resolution, escalation rate, CSAT, reopen rate, incident SLA, change compliance, problem linkage, queue hygiene and monthly reporting.

Publish accurate daily/weekly operational views and monthly stakeholder dashboards using ServiceNow data and agreed reporting templates.

Lead Monthly Operational Reviews and support Quarterly Business Reviews with performance insights, risks, decisions, service improvements and action tracking.

Application Packaging & Release Management Oversight

Govern the full packaging lifecycle from request validation through assessment, packaging, QA, UAT, production release, rollback readiness and post-release stability monitoring.

Ensure every request is evaluated for PatchMyPC automation potential and that non-eligible applications follow the standard packaging path.

Validate that security assessment, malware/hash verification, approval/rejection/exception documentation and App Control allow-list decisions are traceable.

Ensure UAT is treated as a mandatory production gate and that release decisions are supported by QA evidence, deployment plans and rollback options.

Transition, Knowledge & Continuous Improvement

Lead transition planning, knowledge capture, staff shadowing/reverse shadowing, dual-run, cutover readiness and post-transition stabilization.

Ensure runbooks, KB articles, troubleshooting guides, escalation notes, SOPs and known-error records are created, reviewed and maintained.

Drive quarterly measurable improvement initiatives focused on automation, lead-time reduction, manual effort reduction, recurring ticket reduction and quality improvement.

Stakeholder, Risk & Commercial Discipline

Act as the primary operational interface for customer service owners, tower leads, procurement/business stakeholders and internal delivery teams.

Provide clear communication on service performance, risks, improvement progress, critical issues, governance decisions and dependencies.

Maintain risk, issue, decision and action logs for transition and steady-state operations, ensuring ownership and closure discipline.

Security, Compliance & Auditability

Ensure service delivery aligns with security, compliance, data handling and endpoint posture requirements including GDPR, ISO 27001, SOC 2, ISMS and relevant customer policies.

Ensure audit trails are maintained for tickets, changes, packaging decisions, UAT evidence, security assessment outcomes, knowledge approvals and service reporting.

Escalate governance exceptions, policy changes, tenant-wide configuration decisions and advanced compliance decisions to the appropriate customer or Level 3 owner.

3. Required Experience

10+ years in IT service delivery, managed services, workplace operations or infrastructure/application operations, with 5+ years in a service delivery leadership role.

Proven experience managing global or multi-region Digital Workplace services with measurable SLA/KPI accountability.

Strong ServiceNow ITSM operating experience across incidents, requests, changes, problems, knowledge, dashboards and reporting.

Experience governing Microsoft 365 / endpoint services such as Exchange Online, Teams, SharePoint, OneDrive, Intune, SCCM/MECM, JAMF, Defender and Active Directory / Entra ID.

Experience in application packaging / release operations using Intune and/or enterprise packaging automation tools such as PatchMyPC is strongly preferred.

Experience leading transitions, knowledge transfer, operational acceptance, dual-run/cutover and steady-state stabilization for managed services.

4. Technical & Domain Knowledge

Domain Expected Knowledge SDM Focus

ITSM / Governance ITIL 4, ServiceNow, SLA/KPI governance, queue hygiene, major incident/problem/change governance. Performance control, stakeholder reporting, risk/action governance.

Domain Expected Knowledge SDM Focus

Microsoft 365 Exchange Online, Teams, SharePoint, OneDrive, Office apps, Power Platform, Power BI, D365. Operational triage, L2/L3 boundary management, service owner engagement.

Endpoint Management Intune, SCCM/MECM, JAMF, Windows/macOS/mobile support, compliance and managed applications. Service stability, device support performance, escalation discipline.

Packaging & Release Intune packaging, PatchMyPC, QA/UAT, release gates, deployment success, rollback, documentation. Lifecycle governance, release quality, automation and auditability.

Security / Compliance GDPR, ISO 27001, SOC 2, ISMS, Defender, restricted admin rights, data handling. Ensure secure operations and evidence-backed decisions.

5. Success Measures / KPIs for the Role

SLA attainment and timely response/resolution within agreed customer targets.

Escalation rate maintained below agreed threshold; reopen rate controlled through quality resolution.

CSAT above agreed target and service communications rated positively by customer stakeholders.

Packaging lifecycle compliance: request completeness, QA/UAT evidence, release gating, rollback readiness and documentation coverage.

Monthly reporting delivered on time with complete KPI set, actionable trend analysis and improvement tracking.

Continuous improvement cadence maintained with measurable impact on lead time, automation, recurring tickets or quality.

6. Core Competencies

Executive communication and stakeholder management

Operational discipline and SLA/KPI ownership

Structured risk, issue, dependency and action management

Technical credibility across workplace and endpoint services

Strong ITSM governance and audit mindset

Continuous improvement and automation mindset

Vendor/resolver coordination and escalation management

Ability to operate in a global, remote, multi-time-zone service model