Service Delivery Manager

Job Title : Service Delivery Manager

Experience : 10 to 12 Years

Location : Bangalore

Notice Period : Immediate to 15 Days

Key Responsibilities :

- Ensure delivery of IT services in alignment with defined SLAs and KPIs.

- Monitor and report on performance, service quality, and improvement areas.

- Act as a liaison between IT teams and business stakeholders to ensure seamless service experience.

- ITSM Process Management

- Lead and enhance ITIL-aligned processes : Incident, Problem, Change, Request, Release, and Configuration

Management.

- Drive process optimization and continuous improvement in service delivery.

- Ensure compliance with ITSM frameworks and internal/external audit requirements.

- Customer & Stakeholder Engagement

- Build strong relationships with clients and internal stakeholders.

- Communicate service updates, incident reports, and performance metrics.

- Act on feedback to enhance service quality and user experience.

- Team Coordination & Vendor Management

- Collaborate with internal cross-functional teams for effective service resolution.

- Manage third-party vendors and monitor adherence to contractual SLAs.

- Escalate issues appropriately to ensure prompt and effective resolutions.

- Continual Service Improvement (CSI)

- Identify service gaps and implement corrective/preventive actions.

- Use ITSM tools and analytics to propose data-driven service improvements.

- Conduct service and post-incident reviews to drive learning and improvements.

Core Competencies :

- ITIL Certification (v3 or v4) mandatory

- Proven leadership and team coordination skills

- Expertise in Incident & Problem Management

- Strong knowledge of SLA/KPI management and reporting

- Hands-on experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Ivanti)

- Change & Release Management experience

- Strong analytical thinking and root cause analysis

- Experience with vendor/contract management

- Preferred Industry Background

- Managed Service Providers (MSPs)

- Financial Services

- Manufacturing & Logistics

- Cloud & Infrastructure Service Providers