Job Summary A global leader in enterprise support and consulting is seeking a seasoned Service Delivery Manager to oversee its service operations, ensuring seamless delivery of high-quality support services to clients worldwide. * • Design and implement an effective on-call plan that guarantees all critical skills are readily available when needed. * • Develop and maintain incident management processes for client accounts, prioritizing tasks, assigning roles, communicating effectively with stakeholders, escalating incidents promptly, and conducting thorough post-incident reviews. * • Establish key performance indicators (KPIs) such as MTTA, MTTR, SLA compliance, or backlog health and drive improvements based on the data collected. About the Role: