Penta Consulting are a technology service provider and leading outsourced partner helping to deliver professional and managed solutions across EMEA.
The Service Delivery Manager will be responsible for the overall governance, service quality, SLA/SLO performance, operational coordination, reporting, escalation management, and continuous improvement of the managed infrastructure operations service
. Key Responsibilities Act as the main operational interface between Dell and PIF. Own service governance, service reviews, and operational reporting. Track SLA/SLO performance, risks, actions, and service improvements. Coordinate Storage & Backup, Virtualization, Cloud, and Systems towers. Manage escalations, major incidents, and customer communications. Ensure tickets, changes, requests, and operational activities are properly tracked. Maintain the service improvement backlog. Coordinate with Dell back-office technical support when required. Ensure operational documentation, runbooks, and governance routines are maintaine
d. Required Experience8+ years in IT service delivery, managed services, or infrastructure operations. Strong experience managing enterprise infrastructure operations. Experience with Service Now or similar ITSM platforms. Strong understanding of ITIL processes. Strong customer-facing and executive communication skills. Ability to manage multi-domain technical tea
ms. Preferred Certifications ITIL Foundation or higher. PMP / PRINCE2 preferred. Service Now awareness. Dell, VMware, or cloud certifications are a p
lus.