Job description of a service delivery manager

A service delivery manager oversees the presentation of services to clients while making sure the service levels are effective. He provides a link among projects, programs, customers and resources. The most vital aspect of service delivery is communication because the manager has to communicate clearly with clients and managers with regard to projects, programs and resources.


A service delivery manager’s qualifications for a job may depend on the industry she is applying to enter. However, a bachelor's or master's degree in arts, computer science or business management is essential.

Responsibilities and Duties

A service delivery manager supervises the service delivery team and ensures that the service desk, application support and desktop support run effectively. Building strong relationships with clients and making sure the services provided are of quality and profitable are also part of the job. She also organises and facilitates training and workshops for service delivery personnel. The service delivery manager also networks with clients to determine and evaluate their business needs with the aim of setting priorities.

Desirable Qualities

People-management skills coupled with strong communication skills are essential in service delivery management. Proper planning of projects and programs is vital, and as a result, a service delivery manager must have good planning skills that go along with proper time management. Problem-solving skills are also important, to come up with solutions for service-related issues affecting clients and team members alike. Previous work experience in service delivery and leadership skills are a plus.


According to Pay Scale, as of mid-June 2010, a service delivery manager could expect to make from £33,778 to £64,808 annually. However, he may also get a bonus estimated at £1,909 to £7,734, profit sharing estimated at £877 to £3,575 and commission estimated at £746 to £7,865 annually. The sum total ranges from £33,099 to £68,218 annually. The figures may differ by industry, company, work experience and benefits. Among the additional benefits a service delivery manager may get are life and health insurance.

Job Outlook

Job opportunities for service delivery managers are commonly available in industries such as information technology, computer hardware and software, shipping, corporate identity services and telecommunications. According to Pay Scale, about 78 per cent of service delivery managers were male as of mid-June 2010. The job is mainly office-based but includes frequent interaction with clients.

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About the Author

Martin Muchira has been writing content for online businesses since 2008. He has written content for major companies like Air Asia and Comcast. Muchira graduated at the top of his class from Moi University with a Bachelor of Science in wood science and industrial processes.

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