Service Delivery Manager

Job Position : Service delivery Manager

Exp-Range-12 -20Years

Required Tech stack :Service Delivery Manager , Data center operation, IT Infrastructure Services, IT Service Management , Managed Services Delivery

Interview Date :

Interview mode :

Venue : Chennai

We are seeking an experienced Service Delivery Manager with a strong background in IT Infrastructure Services, IT Service Management (ITSM), Data Center Operations, and Managed Services Delivery. The ideal candidate will be responsible for ensuring high-quality service delivery, driving operational excellence, managing enterprise customers, leading cross-functional teams, and maintaining adherence to ITIL best practices.

Must Have :

• Minimum 10years of experience in IT Infrastructure Services.
• Minimum 4+ years of Service Delivery Management experience supporting enterprise customers.
• Strong experience managing Data Center and Infrastructure Operations.
• Proven expertise in ITSM and ITIL processes.
• Experience handling critical incidents, customer escalations, and governance reviews.
• Experience managing global onsite and offshore teams.
• ITIL Certification (Mandatory).
• Manage end-to-end service delivery for enterprise customers, ensuring compliance with SLAs, OLAs, and contractual commitments.
• Lead day-to-day IT Infrastructure Operations, including Data Center, Server, Storage, Network, Cloud, and End User Services.
• Own and govern ITIL processes including Incident, Problem, Change, Release, Service Request, and Knowledge Management.
• Drive service governance through daily, weekly, monthly, and quarterly operational reviews.
• Facilitate CAB/ECAB meetings and ensure successful implementation of planned changes.
• Manage Major Incidents, business escalations, and executive communications during critical outages.
• Conduct Root Cause Analysis (RCA), Post Incident Reviews (PIR), and drive corrective actions.
• Develop and execute Continuous Service Improvement (CSI) initiatives and Service Improvement Plans (SIPs).
• Monitor and improve operational KPIs, SLA performance, CSAT, NPS, and service health metrics.
• Build strong relationships with customers, stakeholders, and business leaders.
• Manage vendor relationships and ensure delivery alignment across multiple service providers.
• Lead onsite and offshore delivery teams and ensure effective resource utilization.
• Support infrastructure transformation, automation, AI, and AIOps initiatives.
• Ensure compliance with security, audit, and organizational governance standards.
• Drive operational efficiencies through process optimization and automation.