Service Delivery Manager

Job Requirements*

• 10+ years of experience in IT Infrastructure Services, Service Management, or Managed Services.
• Proven experience leading global service delivery operations across infrastructure, cloud, workplace, network, service desk, or application support environments.
• Strong knowledge of ITIL-based service management processes.
• Experience managing customer engagements, escalations, governance reviews, and operational reporting.
• Expertise in service performance management including SLA, KPI, CSAT, and service improvement initiatives.
• Ability to manage multi-location delivery teams comprising onsite, offshore, and partner resources.
• Experience in financial management, resource planning, forecasting, budgeting, and productivity optimization.
• Hands-on exposure to ServiceNow and enterprise ITSM tools.
• Strong stakeholder management and executive communication skills.
• Experience working in manufacturing, retail, healthcare, banking, or global enterprise environments is preferred.

Key Responsibilities*

Service Delivery Management

• Manage end-to-end service delivery for assigned accounts or portfolios.
• Ensure delivery commitments are met as per agreed SLAs, OLAs, and contractual obligations.
• Monitor operational performance and drive continuous service improvements.
• Lead daily, weekly, and monthly service reviews with customers and internal stakeholders.

Governance & Reporting

• Prepare governance dashboards, KPI reports, SLA reviews, and executive summaries.
• Conduct operational reviews and present service performance to leadership.
• Track service risks, dependencies, and mitigation plans.

Incident & Escalation Management

• Act as escalation manager for critical incidents and major service disruptions.
• Coordinate cross-functional teams to restore services and minimize business impact.
• Drive root cause analysis and corrective action tracking.

Customer Relationship Management

• Build trusted relationships with business and customer stakeholders.
• Manage customer expectations and ensure high customer satisfaction.
• Identify opportunities for service enhancement and account growth.

Team & Resource Management

• Lead and mentor delivery managers, team leads, and support teams.
• Manage workforce planning, utilization, training, and capability development.
• Support talent management, succession planning, and employee engagement initiatives.

Financial & Vendor Management

• Manage service delivery budgets, forecasts, and resource optimization.
• Monitor vendor performance and contractual compliance.
• Support renewal discussions, audits, and business reviews.

Continuous Improvement & Transformation

• Drive automation, standardization, and operational excellence initiatives.
• Implement service improvement programs and process optimization.

Support cloud transformation, workplace modernization, and digital initiatives