Service Delivery Manager

About Fusion:

Fusion GBS is a global leader in service management. We support organizations in transforming their operations through data-driven insights, scalable digital solutions, and proven methodologies. With over 25 years of experience, we deliver measurable outcomes across industries and simplify complex challenges to accelerate digital change.

Job Title:

ITSM Consultant

Job Description:

The SDM oversee delivery end to end as defined in the contract and will coordinate all Change Requests from requirements capture through to delivery. This is a pivotal role and is core to stabilising and growing the services contract with the customer, building solid relationships in all levels within the operations and delivery group and creating an outstanding customer experience.

The SDM will initiate a Service Improvement Plan / Roadmap for/with the customer.

Key Responsibilities:

• Deliver all service levels and reporting commitments as defined in the contract, requiring a thorough understanding of contractual obligations.

• Develop and maintain all required delivery documentation, including the Managed Services Engagement Model / runbook.

• Facilitate customer meetings (on‑site or remote).d Manager operations, modules, adapters, and content promotion.

• Track utilisation against contract deliverables to maintain margins and collaborate on forecasting.

• Support implementation of best‑practice processes, methods, and procedures related to service governance, meetings, and reporting.

• Develop Service Improvement Plans (SIPs) together with SMEs to grow the account and regularly update the Account Manager on opportunities.

• Identify opportunities to expand the scope of the contract, providing recommendations and involving additional SMEs when needed.

• Collaborate closely with the customer to improve customer experience and satisfaction.

• Organise and conduct weekly operations calls and monthly/quarterly service reviews with customers.

• Work closely with teams within Fusion to enhance customer delivery

Knowledge:

• Strong understanding of IT Service Management practices.

• Knowledge of service governance processes and service reporting structures.

• Understanding of contract compliance and commercial metrics (SLAs, KPIs, margins, utilisation, forecasting).

• Understanding of customer experience principles.

• Knowledge of cross‑functional collaboration required in service delivery environments.

Experience:

• Minimum of 5+ years in IT Service Delivery or IT Operations management roles.

• Experience engaging with stakeholders at all organisational levels.

• Experience managing multiple Managed Service contracts.

• Experience supporting managed services operations and Identify growth opportunities collaboratively.

• Understanding of project lifecycle.

• Strong experience in resource management and time management.

• Experience contributing to or writing Statements of Work (SoWs).

Skills:

• Effective stakeholder-management and relationship‑building skills.

• Strong organisational and coordination skills.

• Ability to interpret service performance data and operational metrics.

• Strong communication skills for leading meetings and presenting to customers.

• Ability to identify service improvements and support growth opportunities.

• Effective problem‑solving and decision‑making abilities.

• Ability to coordinate multiple service contracts.

Qualifications:

• ITIL qualification (or equivalent Service Management certification)

Fusion GBS is an equal-opportunity employer. We welcome applicants of all genders, backgrounds, identities, and experiences.

*To apply, simply click the button below and email us your CV

Find out more about Fusion GBS here, and for more opportunities, take a look at our job listings page.