Service management - Role
Service delivery manager
(SDM)
Oversees the day-to-day delivery and performance of IT services against agreed expectations
What's it for?
Makes sure technology services are delivered reliably and problems with their performance are followed through.
For example…
A service delivery manager reviews SLA breaches with a supplier and coordinates actions to improve the performance of the supported service
During a major outage, the SDM keeps business stakeholders informed while technical teams work on restoration