Senior Service Delivery Manager

About the role

We are looking for a Senior Service Delivery Manager to lead the governance and quality of our managed infrastructure services across EMEA. The role will act as the primary operational interface between Dell and our client, ensuring service levels are met and continuous improvement is driven.

Key responsibilities

• Own service governance, conduct regular service reviews and produce operational reports.
• Track SLA/SLO performance, identify risks, and implement corrective actions.
• Coordinate activities across Storage & Backup, Virtualization, Cloud and Systems domains.
• Manage escalations, major incidents and maintain clear communication with customers.
• Ensure tickets, changes, requests and operational tasks are accurately recorded.
• Maintain the service improvement backlog and drive enhancements.
• Collaborate with Dell back‑office technical support as needed.
• Keep operational documentation, runbooks and governance routines up to date.

Required profile

• 8+ years of experience in IT service delivery, managed services or infrastructure operations.
• Strong background in enterprise infrastructure operations and multi‑domain technical team management.
• Proficiency with ServiceNow or similar ITSM platforms and solid understanding of ITIL processes.
• Excellent customer‑facing and executive communication skills.
• Relevant certifications such as ITIL Foundation, PMP or PRINCE2 are preferred.

Required skills

• ServiceNow (or comparable ITSM tool)
• ITIL framework
• Dell technologies
• VMware virtualization
• Cloud platforms
• Storage and backup solutions