Senior Service Delivery Manager

About the role

At GBH, teams build digital experiences with purpose, including mobile and web apps, big data solutions, and technology strategies. As a Service Delivery Manager, you will oversee projects from initiation and planning through execution, regulation, and closure, ensuring delivery meets agreed scope, time, quality, and budget standards. You will be the main point of contact for client expectations, coordinate escalations, guide project operations, and ensure service quality across multiple engagements. The role combines leadership and strategy, with a focus on people management, process optimization, service excellence, and client relationships.

Responsibilities

• Orchestrate end-to-end service delivery while maintaining high-performing teams and client satisfaction.
• Define priorities, plan projects, coordinate across disciplines and departments, and manage releases.
• Own the escalation process, manage major incidents, coordinate resolution, communicate with stakeholders, and lead post-incident reviews.
• Monitor, control, and support service delivery, ensuring adherence to systems, methodologies, and procedures.
• Champion service and support in projects, minimizing service impacts and ensuring they are agreed upon.
• Be accountable for service quality and performance, incorporating future growth and demand into capacity planning.
• Identify and lead continuous improvement initiatives for customer and internal processes.
• Collaborate in staff functions.

How to apply

Apply directly on CazVid.

Datos clave

• The role oversees projects from initiation and planning through execution, regulation, and closure.
• Responsibilities include managing major incidents and coordinating their resolution.
• The role includes service quality and performance accountability.