The Service Delivery Manager (SDM) is responsible for the effective management and organization of operational aspects of IT Services. The job holder coordinates projects initiated by the customer and acts as the single point of contact. The SDM ensures services meet customer needs while maintaining efficiency, quality, and cost-effectiveness. Responsibilities include IT service management, managing customer relationships, ensuring compliance, and managing a team of up to 100 members. The role involves P&L responsibility and focuses on continuous improvement and overall customer satisfaction.