Service Delivery Manager (SDM)

About Us

Hectae Analytics and Software Solutions is a digital transformation and consulting firm specializing in enterprise ITSM implementations, platform integrations, and service management optimization. We partner with clients across industries to deliver tailored, scalable, and outcome-driven solutions that enhance operational efficiency and digital service delivery.

Position Overview

We are seeking a  Service Delivery Manager (SDM)  to  set up and lead our complete service delivery system from the ground up .

This role is ideal for a professional with  5+ years of experience in ITSM delivery  who can establish delivery frameworks, standardize processes, ensure service quality, and drive customer satisfaction. The SDM will act as both a  strategic coordinator and hands-on delivery lead , ensuring services are executed efficiently while aligning with business objectives.

Key Responsibilities

• Design, implement, and manage the  end-to-end service delivery framework .
• Establish and standardize  processes, SLAs, and best practices  for smooth service operations.
• Monitor and drive service quality, ensuring  customer satisfaction and compliance .
• Act as the primary point of contact for clients on service delivery matters.
• Collaborate with internal teams (engineering, support, business analysts, and operations) to ensure seamless service execution.
• Proactively identify risks, issues, and gaps in delivery, and implement corrective measures.
• Generate regular reports on delivery performance, efficiency, and improvement areas.
• Mentor and guide junior team members in delivery practices and standards.

Required Skills & Qualifications

Why Join Us

Skills Required

Servicenow, zendesk