What does a Service Delivery Manager do?
A service delivery manager is primarily responsible for overseeing department operations, ensuring everything is running smoothly and that all customers receive optimal services. They are also responsible for performing technical tasks such as addressing issues and concerns, troubleshooting, spearheading system repairs and maintenance, and performing corrective measures. They also have clerical duties such as producing progress reports and presentations, maintaining data and records, managing budgets and expenditures, setting goals, assessing workforce performance, and adhering to deadlines. Furthermore, as a manager, it is essential to lead and encourage the team, all while prioritizing customer satisfaction.
Service delivery manager responsibilities
Here are examples of responsibilities from real service delivery manager resumes:
- Manage and maintain VCE Vblock, Cisco networking, EMC storage, and VMware server / desktop infrastructure.
- Manage internal global IPVPN network services, comprise of approximately 1.6K routers / switches / Wi-Fi access points.
- Manage the back office PBX for VoIP customers which includes porting of phones and ordering new hardware from 3rd party vendors.
- Leverage the SDLC incremental release model to manage the design and implementation of a new integrate billing and check processing system.
- Manage and execute ERP implementation and optimization work.
- Manage virtualization of two data centers and 72 disparate satellite locations.
- Incorporate the ITIL processes in the designing and finally provisioning the new Runbook documentation site.
- Upgrade VMware ESX environment (s).
- Assist in identifying and repairing LAN physical access problems accordingly.
- Create OLA/SLA and KPIS for measuring support model performance and accountability.
- Consult with Salesforce CRM developers to provide optimum development per user needs.
- Assist clients with determining global payroll and taxability requirements for employee equity plans.
- Track tickets and calls using remedy ticketing system for all analysts in the call center.
- Utilize agile processes, HTML JEE, Java technologies to develop and deliver web applications and portals.
- Perform hands on system design, implementation, support and performance tuning of SAN and UNIX server landscape.
Service delivery manager skills and personality traits
We calculated that 16% of Service Delivery Managers are proficient in Service Delivery, Project Management, and Cloud. They’re also known for soft skills such as Analytical skills, Business skills, and Communication skills.
We break down the percentage of Service Delivery Managers that have these skills listed on their resume here:
- Service Delivery, 16%
Provided leadership to achieve service delivery goals of customer satisfaction, operational excellence, team skill development, and financial contribution.
- Project Management, 7%
Project Management experience with business intelligence/data warehousing.
- Cloud, 6%
Managed professional services providing highly skilled consultants to build messaging, collaboration and cloud solutions for enterprise clients.
- Customer Service, 6%
Fostered and maintained positive rapport and good relationships with customers to ensure processes were integrated to support customer Service Level Agreements.
- Customer Satisfaction, 5%
Project managed an international team of software developers and installations engineers to ensure the products were successfully delivered to customer satisfaction.
- Client Facing, 4%
Promoted to SSDM to create a team to implement a client facing Self-Service Portal.
"service delivery," "project management," and "cloud" are among the most common skills that service delivery managers use at work. You can find even more service delivery manager responsibilities below, including:
Analytical skills. One of the key soft skills for a service delivery manager to have is analytical skills. You can see how this relates to what service delivery managers do because "it managers must analyze problems and consider and select the best ways to solve them." Additionally, a service delivery manager resume shows how service delivery managers use analytical skills: "developed a data model for a business intelligence/data warehouse effort centered around the media asset management portfolio. "
Business skills. Another soft skill that's essential for fulfilling service delivery manager duties is business skills. The role rewards competence in this skill because "it managers must develop and implement strategic plans to reach the goals of their organizations." According to a service delivery manager resume, here's how service delivery managers can utilize business skills in their job responsibilities: "managed support team in the completion of business partner profile db2 v8 fp16 and jdk / java [ ] upgrade. "
Communication skills. Another skill that relates to the job responsibilities of service delivery managers is communication skills. This skill is critical to many everyday service delivery manager duties, as "it managers must explain their work to top executives and give clear instructions to their subordinates." This example from a resume shows how this skill is used: "served as the communication bridge for service management between client and ibm"
Leadership skills. For certain service delivery manager responsibilities to be completed, the job requires competence in "leadership skills." The day-to-day duties of a service delivery manager rely on this skill, as "it managers must lead and motivate it teams or departments so that workers are efficient and effective." For example, this snippet was taken directly from a resume about how this skill applies to what service delivery managers do: "provide daily operational direction in escalations and system outages, plus leadership oversight for meeting slas for retained and outsourced providers. "
Organizational skills. Another crucial skill for a service delivery manager to carry out their responsibilities is "organizational skills." A big part of what service delivery managers relies on this skill, since "some it managers must coordinate the work of several different it departments to make the organization run efficiently." How this skill relates to service delivery manager duties can be seen in an example from a service delivery manager resume snippet: "measure organizational performance against service level agreements providing the metrics for the teams. "
The three companies that hire the most service delivery managers are:
Choose from 10+ customizable service delivery manager resume templates
Build a professional service delivery manager resume in minutes. Our AI resume writing assistant will guide you through every step of the process, and you can choose from 10+ resume templates to create your service delivery manager resume.
Compare different service delivery managers
Service delivery manager vs. Information technology director
An information technology (IT) Director is an individual responsible for the management, strategy, and execution of an organization's IT infrastructure. He/She supervises a team of workers while working with the organization's management and external vendors and advisors. Aside from managing workers, an IT director should possess problem-solving skills and an aptitude for organizational thinking. An IT director must also identify new market opportunities and should lead an effort to improve the organization's IT process.
There are some key differences in the responsibilities of each position. For example, service delivery manager responsibilities require skills like "service delivery," "customer satisfaction," "client facing," and "infrastructure." Meanwhile a typical information technology director has skills in areas such as "network infrastructure," "disaster recovery," "windows server," and "erp." This difference in skills reveals the differences in what each career does.
Information technology directors earn the highest salaries when working in the technology industry, with an average yearly salary of $145,076. On the other hand, service delivery managers are paid more in the finance industry with an average salary of $102,592.The education levels that information technology directors earn slightly differ from service delivery managers. In particular, information technology directors are 1.0% more likely to graduate with a Master's Degree than a service delivery manager. Additionally, they're 0.5% more likely to earn a Doctoral Degree.Service delivery manager vs. Director of managed services
A director of managed services is in charge of overseeing the business processes in an organization, ensuring efficiency and smooth workflow. Their responsibilities typically revolve around setting goals and objectives, managing the workforce, spearheading projects and campaigns, devising strategies to optimize services, and coordinating with analysts to identify new business opportunities. Furthermore, as a director, it is essential to lead and encourage the workforce to reach new heights, all while implementing the company's policies and regulations.
Each career also uses different skills, according to real service delivery manager resumes. While service delivery manager responsibilities can utilize skills like "customer service," "continuous improvement," "san," and "technical support," directors of managed services use skills like "oversight," "portfolio," "healthcare," and "risk management."
On average, directors of managed services earn a higher salary than service delivery managers. Some industries support higher salaries in each profession. Interestingly enough, directors of managed services earn the most pay in the retail industry with an average salary of $134,326. Whereas service delivery managers have higher pay in the finance industry, with an average salary of $102,592.In general, directors of managed services achieve similar levels of education than service delivery managers. They're 2.2% more likely to obtain a Master's Degree while being 0.5% more likely to earn a Doctoral Degree.Service delivery manager vs. Manager, member services
In the healthcare industry, a manager of member services is primarily in charge of facilitating member-related procedures and services, ensuring efficient client service. Their responsibilities include gathering and organizing patient information, researching trends for new enrollment opportunities, analyzing the existing processes to identify areas needing improvement, developing solutions in problem areas, and resolving issues and concerns promptly and efficiently. Furthermore, as a manager, it is essential to lead and encourage teams to reach goals, all while implementing the company's policies and regulations.
The required skills of the two careers differ considerably. For example, service delivery managers are more likely to have skills like "service delivery," "project management," "cloud," and "customer service." But a manager, member services is more likely to have skills like "member engagement," "team training," "crm," and "membership sales."
Most managers, member services achieve a similar degree level compared to service delivery managers. For example, they're 4.4% less likely to graduate with a Master's Degree, and 2.0% less likely to earn a Doctoral Degree.Service delivery manager vs. Information technology operations manager
An Information Technology Operations Manager is responsible for the smooth running of the computer systems. They ensure the operation of computer systems in accordance with specifications, costs, and timelines.
Types of service delivery manager
Updated January 8, 2025
