Vriba - Senior Service Delivery Manager - PMP

Job Title : Service Delivery Manager.

Location : Remote.

Timings : 6.30PM IST to 3.30AM IST.

Experience Required : 15+ years in IT Service Delivery, with people and portfolio management experience.

About the Role :

Key Responsibilities :

Service Delivery Management :

- Serve as the primary offshore point of contact for service escalations, performance reviews, and continuous improvement.

- Coordinate with onshore and offshore stakeholders to align on priorities, risks, and resolutions.

- Lead incident and problem management processes, including RCA and long-term resolution strategies.

People Management :

- Oversee resource allocation, workload balancing, performance management, and training plans.

- Build a culture of accountability, service excellence, and continuous learning within the team.

Portfolio Management :

- Track portfolio-level metrics including profitability, resource utilization, and delivery performance.

- Drive customer satisfaction, renewal rates, and identify opportunities for upselling or service expansion.

- Collaborate with business development and account management teams to support growth initiatives.

Required Skills and Qualifications :

- Bachelors degree in IT, Engineering, Business, or related field; PMP and/or ITIL certification preferred.

- 15+ years of experience in IT service delivery or operations, with at least 5 years managing teams.

- Demonstrated experience managing delivery across multiple accounts, projects, or service lines.

- Excellent leadership, stakeholder management, and communication skills.

- Strong understanding of ITIL processes and service management tools (e.g., ServiceNow, Jira).

- Financial acumen to manage service budgets, forecasts, and profitability analysis.

Preferred Skills :

- Exposure to cloud environments (AWS, Azure), enterprise applications (e.g., SAP, ServiceNow), or ITSM platforms.

- Experience working in Agile, DevOps, or hybrid delivery models.

- Prior experience with contract governance, change control, and managed services delivery.