Service Delivery Manager (SDM) :

Role Overview :

As a Service Delivery Manager (SDM), you will lead the end-to-end delivery of IT infrastructure and managed services, ensuring exceptional customer experience, operational excellence, and continuous service improvement.

You will manage and mentor a team of IT specialists, drive SLA and KPI adherence, lead customer governance through Quarterly Business Reviews (QBRs), and collaborate with cross-functional teams to resolve complex operational challenges.

This role requires a strong technical foundation, leadership capabilities, and the ability to translate technical performance into business value for global customers.

Key Responsibilities :

- Lead Quarterly Business Reviews (QBRs) with customers, demonstrating an understanding of business impact and technical delivery.

- Act as the primary point of contact for escalations and strategic discussions.

Service Quality and Governance :

- Ensure ticket quality, RCA depth, and WSR accuracy across the team.

- Monitor SLA/KPI adherence and drive corrective actions proactively.

Team Leadership and Development :

- Mentor and guide SDAs and L2 engineers to improve delivery standards.

- Identify skill gaps and work with HR and internal teams to upskill the team.

Process Improvement and Reporting :

- Own and improve delivery processes, including incident management, change management, and problem management.

- Provide meaningful insights in reports that link technical performance to business outcomes.

Collaboration and Stakeholder Management :

- Work closely with internal stakeholders to align delivery with customer expectations.

- Collaborate with cross-functional teams to resolve systemic issues.

Skills and Competencies :

Must-Have :

- Prior experience in Windows Administration and Cloud Infrastructure.

- Experience in MSP / Managed Services / IT Services environments.

- Prior experience with an onsite-offshore delivery model.

- Experience working directly with US/European customers and colleagues.

- Experience leading technical teams and driving performance.

- Strong project management and customer-facing experience.

- Strong knowledge of ITIL processes.

Good to Have :

- Experience in MSP / Managed Services / IT Services environments.

- Exposure to Hybrid Cloud Environments.

- Experience in service transition or infrastructure migration projects.

- Certifications such as ITIL, PMP, or other Project Management certifications.