Service Delivery Manager

About the Role :

We are looking for an experienced Service Delivery Manager to oversee end-to-end service delivery operations, ensuring high-quality service standards, SLA/KPI compliance, and superior customer satisfaction. The role requires strong leadership, operational excellence, and the ability to collaborate with cross-functional teams to drive continuous improvement.

Key Responsibilities :

- Manage end-to-end service delivery across accounts, ensuring adherence to agreed SLAs and KPIs

- Lead IT service operations, including incident, problem, and change management processes

- Drive customer satisfaction through proactive communication, governance, and service improvements

- Coordinate with cross-functional teams (engineering, support, product, and business teams) for seamless service execution

- Monitor service performance metrics and implement continuous improvement initiatives

- Identify risks, bottlenecks, and areas of optimization within service delivery processes

- Conduct regular service reviews and stakeholder meetings

- Ensure compliance with organizational policies, quality standards, and best practices

Required Skills & Competencies :

- Strong experience in Service Delivery Management / IT Operations Management

- In-depth knowledge of ITIL frameworks (Incident, Problem, Change Management)

- Proven ability to manage large-scale service operations and client engagements

- Excellent stakeholder management and communication skills

- Strong analytical and problem-solving abilities

- Experience in SLA/KPI management and reporting

- Ability to drive process improvements and operational efficiency

Preferred Qualifications :

- ITIL Certification (preferred)

- Experience in managing global or enterprise clients

- Exposure to automation and service optimization tools

Education :

- Any Graduate

Why Join Us?

- Opportunity to lead large-scale service delivery operations

- Work in a fast-growing, dynamic environment

- High-impact role with visibility across leadership