Owns service delivery across multiple perimeters or strategic accounts and mentors delivery managers.
Entry
Senior
Coding
Low
Key skills
Career overview
The Senior Service Delivery Manager carries service delivery across several perimeters or strategic accounts: complex provider ecosystems, multi-country services, transformation programs and the coaching of delivery managers. They own the service strategy for their scope and report to executive leadership. The role leads to head of service delivery, IT operations manager or IT director.
Main responsibilities
- Manage service delivery and providers
- Manage service levels and SLAs
- Align stakeholders and report progress
- Run steering committees and project rituals
- Define strategy and steer long-term direction
- Coordinate with software vendors and third parties
- Mentor junior team members and review their work
- Coordinate the technical work of the team
- Manage budget, scope and risks
- Prioritise work and manage competing demands
- Prepare and execute change requests in production
- Ensure delivery of products and programs
Technical skills
Technologies
Education level
Education requirements vary depending on the company, country and experience. Professional experience, certifications and technical skills can sometimes compensate for formal education.
High School / Bac
Less common
Bac+2 (2-year degree)
Less common
Bac+3 (Bachelor)
Less common
Bac+5 (Master / Engineering)
Common entry point
Experience & coding level
Experience level
Coding level
Useful certifications
Certifications are never mandatory. They are one way among others to prove a skill.
- ITIL 4 Strategist
- PMP
- PRINCE2 Practitioner
- ITIL 4 Leader
Where can this career take you?
Multiple paths are possible. Click a role to open its profile.
Direct progression
Possible branches
Where can you go next?
Realistic next career moves, with compatibility and a transition roadmap for each.
Where can you go from here?
A typical progression built from real career relationships. Click any role to open its profile.
Soft skills
- Leadership
- Strategic thinking
- Clear communication
- Stakeholder management
- Mentoring
- Negotiation
- Big-picture thinking
Common previous careers
Roles that frequently lead into this career.
Overlap: 61% · Difficulty: Easy
Skills to learn: Provider strategy, Executive reporting, Team coaching
View roadmapOverlap: 61% · Difficulty: Easy
Skills to learn: Provider strategy, Service transformation, ITIL strategy
View roadmapRelated resources
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Senior Service Delivery ManagerHead of Service Delivery
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