The Service Delivery Manager (SDM) is responsible for managing the operational aspects of IT Services, coordinating projects initiated by the customer, and acting as a single point of contact. The SDM ensures services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness. Responsibilities include IT service management, aligning service strategies with production goals, identifying and implementing process improvements, managing customer relationships, ensuring compliance, coordinating service operations, and addressing customer inquiries. Additionally, the SDM manages teams, fosters employee motivation, focuses on career development, and demonstrates commitment to excellence. The role also involves maintaining awareness of the customer's business, dealing with vendors, and participating in reviews.