Department: Employment Type: Location: Description In the role of Service Delivery Manager at Codec you will be responsible for ensuring the efficient and effective delivery of support and related services to our customers. This role involves managing service delivery processes, overseeing service level agreements (SLAs), and ensuring that customer expectations are met or exceeded. The SDM will work closely with internal teams, customers, and stakeholders to ensure the delivery of high-quality services. This position is a customer-facing role and requires that you establish and manage expectations with the customer. Key Responsibilities Service Quality & Performance Management n Customer Relationship Management . Financial Management . Strategic Planning & Development . Contract Management - . Change Management . Business Development . Pre-Sales . Continuous Improvement . Skills, Knowledge and Expertise Minimum of 10 years Service Delivery Manager experience Experience in enterprise applications including Microsoft Dynamics etc. Hands-on experience of delivering ITIL processes pertaining to service design, transition, operations Experience with IT Service Management tools such as ServiceNow or similar Strong leadership and decision-making skills Ability to engage confidently with Business and IT leaders in our customer organisations. Ability to prioritise and multi-task within the role.