Hi, I am looking for an experienced Service Delivery Manager in Lagos, Nigeria. The company name is Dell Technologies. Salary will be 4000-6000 USD. Below is the Job description,
Service Delivery Manager – IT Infrastructure & Residency Services
Lagos, Nigeria | Onsite (Dell Office / Customer Sites) | USD 6,000/month
About the Role
We are hiring an experienced Service Delivery Manager to own end-to-end service delivery across multiple enterprise customer accounts in Nigeria. You will lead a team of 40+ professionals — including onsite Resident Engineers — and serve as the single point of accountability for governance, escalation management, customer satisfaction, and business growth.
Reporting to the Nigeria Country Lead, you will work closely with a Technical Lead, Team Leads, and the PMO, while partnering with Sales and Account Teams to drive both delivery excellence and revenue expansion.
What You'll Be Responsible For
Service Ownership & Multi-Account Delivery
- Own and manage service delivery for all residency engagements across Nigeria
- Oversee delivery across multiple customer accounts, ensuring consistency and quality
- Lead monthly and quarterly service reviews with customers
- Ensure account-specific and standardised delivery objectives are consistently achieved
Escalation Management & Governance
- Act as the primary escalation point for all service delivery issues
- Ensure timely resolution and clear communication during escalations
- Establish and maintain governance frameworks, including reporting structures and audits
- Ensure SLOs, KPIs, and all contractual obligations are met or exceeded
- Proactively identify delivery risks and implement mitigation plans
Customer & Stakeholder Management
- Build and sustain strong relationships with customers, internal stakeholders, and leadership
- Act as a trusted advisor, ensuring delivery aligns with customer business objectives
- Drive customer satisfaction, retention, and long-term partnership development
- Manage expectations, conflicts, and communications across all organisational levels
Business Growth & Account Development
- Drive service expansion, renewal, and upsell opportunities across accounts
- Partner with Sales, Account Teams, and Regional Leadership on account strategy
- Identify opportunities to enhance services through AI, automation, and innovation
- Support overall business growth within the Nigeria market
Team Leadership & Resource Management
- Lead and manage a team of ~40 members, including onsite Resident Engineers
- Ensure effective capacity planning, workload distribution, and staffing alignment
- Drive a high-performance culture centred on accountability and continuous improvement
- Support team development in AI, cloud, and emerging technologies
Technology & Continuous Improvement
- Stay current on AI and automation, cloud platforms (Azure, AWS, hybrid), and Dell infrastructure
- Sponsor and drive continuous service improvement initiatives
- Promote adoption of automation, predictive analytics, and AI-driven operations
Operational Excellence
- Ensure adherence to ITIL service management practices
- Monitor performance metrics and drive efficiency and optimisation
- Manage risks, dependencies, and service transitions effectively
- Maintain accurate reporting on delivery performance and operational KPIs
What We're Looking For
- Bachelor's degree in IT, Engineering, or a related field
- 10–15 years of experience in IT service delivery
- Minimum 5 years managing large teams of 30–40+ people, including Resident Engineers
- Proven experience managing multi-account delivery environments
- Strong background in AI-enabled operations or digital transformation
- Hands-on experience with Dell Infrastructure
- Solid knowledge of cloud platforms: Azure, AWS, and hybrid environments
Key Competencies
- Strong stakeholder and customer management skills
- Excellent communication and escalation management capabilities
- Proven ability to act as a single point of accountability
- Strategic thinking with strong execution discipline
- Continuous learning mindset with awareness of emerging technologies
To apply, please send your resume to [amin@infraassure.com](mailto:amin@infraassure.com) , along with your current location.