Managed Services – Service Delivery Manager

Sr. Service Delivery Manager (Managed Services) Location: India Work Hours: India time with overlap to U.S clients Start Date: ASAP Interviews: Immediate Employment type: FTE Must clear a thorough background check Work Model Location: India (Remote or Hybrid, depending on city) Must be available to support US time zone overlap (typically 6 PM – Midnight IST for client calls) Required to travel for client visits or internal workshops, occasionally About the Role We are seeking an experienced Service Delivery Manager to oversee the delivery and ensure client satisfaction for multiple managed services engagements across NetSuite, ServiceNow, Salesforce, IT Helpdesk, and Oracle ERP. This role will act as the primary point of contact for client leadership, monitor SLAs, coordinate offshore/onshore teams, and ensure a smooth and proactive support experience. Key Responsibilities Client & Stakeholder Management Serve as the main point of contact for client executives and business owners. Conduct regular governance calls, QBRs, and health check reviews with clients. Build long-term relationships that support upselling, renewals, and referrals. Communicate proactively about risks, delays, escalations, or resourcing needs. Service Delivery Oversight Own SLA performance across all managed service accounts and platforms. Ensure incidents, service requests, enhancements, and change requests are handled within committed timelines. Track ticket lifecycle: intake, assignment, resolution, RCA, and closure. Maintain delivery playbooks, escalation matrix, and support workflows. Team & Operations Management Lead cross-functional support teams across NetSuite, ServiceNow, Salesforce, Oracle ERP, and IT Helpdesk. Assign work based on skill, workload, and SLA priority. Mentor, coach, and performance-manage the support team. Coordinate with US-based Client Partners, Delivery Leads, and Sales. Reporting & Compliance Maintain dashboards for SLA adherence, backlog aging, ticket volume trends, and customer satisfaction. Prepare weekly/monthly status reports for internal and external consumption. Conduct RCA for high-impact issues and ensure preventive actions. Track contractual scope vs out-of-scope work and support invoicing inputs. Process & Continuous Improvement Standardize support delivery across multiple platforms and clients. Drive automation, knowledge base creation, and ticket deflection strategies. Identify cross-sell or efficiency opportunities (e.g., CoE shared resources). Ensure alignment with ITIL best practices. Required Skills & Experience Must-Have 7+ years of experience in Managed Services delivery, with at least 3 years in a Service Delivery Manager role. Hands-on experience managing support teams for at least two of the following platforms: ServiceNow, Salesforce, NetSuite, Oracle ERP, IT Helpdesk. Strong understanding of ITIL concepts: Incident, Problem, Change, Release, Knowledge, SLA mgmt. Experience managing global teams and supporting US-based enterprise clients. Excellent verbal and written communication skills (client-facing level). Ability to manage escalations and resolve conflicts with professionalism. Good-to-Have Experience working in a consulting or MSP environment. Background in SaaS product support, cloud platforms, or enterprise systems. PMP, ITIL, or ServiceNow/NetSuite/Salesforce certifications. Key Behavioral Traits Ownership mindset and bias for action Strong customer empathy and situational awareness Ability to work under pressure with shifting priorities Leadership skills with a coaching mentality Highly organized, data-driven, process-oriented