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About The Role:

Avlyon is looking for a skilled and versatile Service Delivery Manager to lead and drive excellence in our Managed Services operations. This role is ideal for someone with deep experience in service delivery, operations management, and client engagement, particularly in environments requiring 24×7 support, SLA governance, and high-quality service standards.

You will be responsible for overseeing service operations, managing support teams, collaborating with clients during both pre-sales and delivery phases, and continuously improving service performance using automation and AI-driven solutions.

Key Responsibilities:

• Lead day-to-day operations of managed services with a focus on SLA-based delivery and client satisfaction
• Manage 24×7 support structure including team scheduling, escalation paths, and incident resolution
• Define and implement ITIL-aligned service management processes (incident, change, problem)
• Build and mentor high-performing teams across L1-L3 support, DevOps/SRE, and service desk functions
• Collaborate with clients during pre-sales to understand requirements and create tailored service proposals
• Introduce automation and AI tools to improve efficiency, reduce cost, and enhance service quality
• Drive continuous service improvement using service metrics, RCA, trend analysis, and customer feedback.
• Ensure contract compliance, support renewals, and manage budgets to optimize resources and meet targets.
• Lead major incident management, ensuring timely stakeholder communication and rapid resolution.
• Monitor KPIs, generate service reports, and lead service review meetings with internal and external stakeholders.

Requirements:

• 6+ years in IT service delivery, managed services, or infrastructure operations
• Proven experience in managing 24×7 support teams and delivering services with strict SLAs
• Strong knowledge of ITIL practices (certification preferred)
• Hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, Freshservice)
• Strong client-facing and pre-sales experience including proposal writing and solutioning
• Familiarity with AI/automation tools and ability to integrate them into operations
• Excellent leadership, communication, and decision-making skills
• Preferred Skills:
• Experience with cloud infrastructure (Azure, AWS, or GCP)
• Familiarity with DevOps, SRE principles, and modern monitoring tools
• Understanding of compliance and cybersecurity in managed environments

Why Join Avlyon?

• Lead impactful service delivery initiatives in a growing global organization
• Remote-friendly, flexible work culture with high autonomy
• Work with modern tools and forward-thinking clients
• Be part of a company that values innovation, operational excellence, and long-term partnerships