What does an IT Service Delivery Manager do

This video covers the skills, responsibilities and role of the Service Delivery Manager.
We'll cover what they do, and what they are responsible for looking after in a business.

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My name is Emilio Aguero and I’m a technology enthusiast from Melbourne Australia. I’ve been into computers ever since setting up my first pentium computer years ago. I love technology and make videos about all things tech every week. Would love it if you support my channel by subscribing and staying up to date with what I'm releasing!

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[uwu-xlmm]

Thank you for this! I am on my 2nd interview as a Service Delivery Associate tomorrow at a major IT consulting firm and finding this gem is so invaluable as explanations about the role is scarce.

[honeybuns]

This is great. Especially from my perspective because I'm 19 and I'm currently an apprentice SDM so I'm really looking to become a good experienced service delivery manager by the end. everything mentioned makes a lot of sense and shows why an SDM means so much to ITS

[gkvijayendra]

Beautifully explained in one slide. That makes the service delivery manager job much easier. Looking forward to more such videos. Thank You, Vijayendra, an IT Project Manager.

[kokren]

Very Clear and certainly a key role. The ever changing needs of the client should be observered by the person fulfilling this role to ensure solutions can be designed/sold thereby enhancing the service - but it has to be done by other resources as the SDM focusses on the current procedures that is keeping the client business running.

[chillylee]

Excellent! Thanks for sharing. It's very clear. It will be great if you could share more about your experience on how to daily deal with each specific service delivery process.

[manzoormalik]

Also managing the service level credits associated with each SLA

[satishseetharam]

Good one mate ... the explanation on SDM was very well clearly articulated. This video should help me in clearing my next SDM interview.

[mohankrishna]

Nice one, from last 5 years I am in this role now realised it's called service delivery.

[GottfriedLeibnizYT]

I have just been hired by a telecom company as an IT Service Delivery Analyst. Surprisingly, I'm a communications engineer where my coursework didn't really involve IT. It was said to me that the job would entail networking, transmission, ..etc.
How does one consolidate comm into IT? Will I be able to communicate with my manager effectively?

[Virendra]

Very nicely explained. People who manage IT projects and people who are SDM can clearly

[tosgem]

Nice video. I'm in the process of talking myself out of applying for an SDM role that I'd probably be a decent chance at getting. I guess something I would clarify in the video is that even though it may sound like, from this broad list of responsibilities, that an SDM is basically the boss of everything, that on the org chart hardly anyone reports directly to them. They are not somewhere up at the top of the chart. Service management is often a silo that sits next to other functions and reports to your GM. Teams and line managers will often have a similar reporting relationship and accountability to with SDM's as they do with project managers. PM's run your life on the project side, SDM's run your life on the operational, BAU side.
In my experience, they are not so tightly involved in procurement, although their input and validation is essential to any procurement business case. They inform capacity management and planning teams of service changes that could impact future demand, but don't own the capacity planning functions. Capacity planning can inform SDM's of potential cost savings.
SDM's are mostly involved in deployment of new hardware and software only in terms of negotiating outage windows with clients and stakeholders. SDM's have a heavy focus on SLA's, incident resolution reporting and followup. On high severity incident group chats and conference calls, the SDM is often there at 3am, called out of bed with the technical staff who are working on the issue.
SDM's have a view of (and power of veto) on most change approval boards.
They keep a close eye on service requests and are keen to map these to service catalogs as "in scope" as regular, BAU work, or kick them out as non-BAU, non-standard, project-like requests that can clients need to pay extra for.

[gv_]

This video is super accurate. I used to work as a Service Delivery Manager in my first job, and you nailed it for the most part. Very close to what I used to do back then. I then switched to being a Software Developer for 12 years, and now I'm considering moving back to being SDM or TPM

[allisonvz]

Have an interview soon for SDM position. You break down the role very well, thanks!

[lg]

Can you let me know what are the differences interms of roles and responsibilities between service delivery coordinator and service delivery manager ? Thank you

[Microman]

Thanks for taking the time out to create this video, it’s greatly appreciated. In much of the literature I’ve been reading, I’ve seen people recommending that service delivery is carried out in profit rather than cost centres and I was wondering what your view is on that? Would you delegate responsibility for the profitability of the service delivery to the SDM too or would that responsibility go to another role?

[PotatoDiggerP]

Basically the SDM is more like a resource manager? I'm asking this thinking at the fact that you need to know who can do what in order to get the details and send them further when required, right ?

[theavangelist]

still sounds like a project manager to me, recently started working more and more in local authorities and everyone is a delivery manager but everything I hear is basically project manager work for the last 30 years

[KonPrzewalskiegoFBG]

Thanks mate, it was very informative!

[fathiahhusna]

Thank you for your explanation. Well, it gives me some idea of service delivery. I'm preparing for my IT Service Delivery junior position interview. Wish me luck!

[burtlyneadjei]

Hi Emilio, can u recommend any Service delivery professional body I can join?