The service delivery manager is responsible for the overall delivery of a service. The service delivery manager oversees a number of key functions within the department that enables the delivery of a service to end users.

The service delivery manager is responsible for: 

• Meeting service level agreements and responsibilities for the service
• Executing disaster recovery and business continuity plans in the event of an emergency
• Keeping the service record up to date in the portfolio to reflect current service level expectations and agreements with service owners and business stakeholders
• Recommending service improvements in order to ensure timely, quality service is being provided to customers

• Reporting quarterly metrics to report service delivery results are in line with customer agreements and expectations

• Maintaining on-call lists for services critical to business operations
• Responding to customer feedback about the service as needed upon escalation from the service desk
• Overseeing service improvements in order to ensure timely, quality service is being provided to customers
• Reviewing reporting of incidents, requests, changes, and problems for the service
• Root cause analysis and corrective or preventative actions that may be needed to resolve problems with the service