The Service Delivery Manager (SDM) is responsible for the effective management and organization of operational aspects of IT Services, acting as the single point of contact for the customer. This role ensures services and support processes meet customer needs efficiently, maintaining quality and cost-effectiveness. The SDM will manage large teams (80-100 members), oversee IT service operations, customer relationships, and drive continual improvements. Key responsibilities include P&L, resource, and SLA management, along with fostering team development and ensuring customer and employee satisfaction.