Service Delivery Manager
6 days ago
Service Delivery Manager – ITSM (ServiceNow)Position Overview TheService Delivery Manager (SDM)will oversee the end-to-end delivery of IT services via theServiceNow ITSM platform , ensuring that all incidents, service requests, problems, and changes are handled effectively and within definedService Level Agreements (SLAs) . The SDM will be responsible forresource management ,performance tracking , and maintaining operational excellence across the service desk and onsite support teams. This role requires a strong blend of technical ITSM knowledge, leadership capability, and customer management skills. Key Responsibilities 1. ServiceNow ITSM Platform Management Administer and optimize theServiceNow ITSMenvironment for incident, request, change, and problem management. Drive automation, reporting, and process improvements within ServiceNow. Ensure proper categorization, prioritization, and workflow compliance of tickets. Maintain system health and ensure alignment with ITIL best practices. 2. SLA & Performance Management Monitor and manage SLA performance to maintain98%+ complianceon all incident and service request tickets. Develop real-time dashboards and reports to track SLA adherence, ticket trends, and backlog status. Conduct regular service review meetings to analyze KPIs and propose corrective actions. 3. Onsite Resource & Team Management Overseeonsite and remote service delivery teams , ensuring efficient allocation of workload. Handleresource scheduling, shift planning , andbackfill managementduring absences or increased workloads. Mentor and coach team leads and engineers to uphold service quality and technical excellence. 4. Customer & Stakeholder Engagement Act as the primary escalation point for clients on service-related matters. Conduct regularservice review meetingswith customers to discuss performance, feedback, and improvement plans. Collaborate with internal departments (NOC, Security, Infrastructure) for seamless service delivery. 5. Knowledge & Asset Management OverseeKnowledge Base (KB)updates, ensuring that troubleshooting guides, SOPs, and FAQs are current and comprehensive. Implement and manageasset lifecycle processesincluding onboarding, tracking, and decommissioning. Ensure accuracy ofCMDB (Configuration Management Database)and asset inventories. 6. Continuous Improvement & Governance Identify areas for process enhancement and drive continual service improvement (CSI) initiatives. Support audits, compliance checks, and governance reviews. Implement best practices in ITIL v4 service management processes. Required Skills & Experience Bachelor’s degreein IT, Computer Science, or a related field. 5+ years of experiencein IT Service Delivery, preferably in a managed services or MSP environment. Proven experience managing ServiceNow ITSMor similar platforms (e.g., BMC Remedy, Cherwell). Strong understanding ofITIL frameworksand service management processes. Demonstrated success inSLA managementandcustomer satisfaction improvement . Experience inpeople management ,shift planning , andbackfill coordination . Excellentcommunication, analytical, and problem-solvingskills.
-
Service Delivery Manager
4 weeks ago
New Delhi, India Marsh McLennan Full timeAs a VMOService Delivery Manageris responsible for tracking and analyzing the delivery of services to ensure they align with the organization’s value and strategic goals. They assess service performance, identify opportunities to maximize value, and support decision-making to optimize resource use and outcomes. The purpose is to drive continuous...
-
Service Delivery Manager
4 days ago
New Delhi, India TECEZE Full timeService Delivery Manager – ITSM (ServiceNow)Position Overview TheService Delivery Manager (SDM)will oversee the end-to-end delivery of IT services via theServiceNow ITSM platform , ensuring that all incidents, service requests, problems, and changes are handled effectively and within definedService Level Agreements (SLAs) . The SDM will be responsible...
-
Service Delivery Manager
4 weeks ago
New Delhi, India MindPec Solutions Full timeThe Service Delivery Manager (SDM) is responsible for managing end-to-end service delivery operations for key clients, ensuring high service quality, SLA adherence, and customer satisfaction. The SDM will act as the single point of contact for client communication, manage a technical support team, and continuously drive process and performance...
-
IT Service Delivery Manager
4 weeks ago
New Delhi, India HGS Full timeResponsibilities: Manage IT Services:Oversee the delivery of IT services to ensure they meet client expectations and contractual requirements. Develop Standards:Create and enforce service delivery standards and processes. Incident Management:Manage incidents to minimise downtime by supervising the remediation of IT Service problems. Performance...
-
IT Service Delivery Manager
2 weeks ago
New Delhi, India HGS Full timeResponsibilities: Manage IT Services:Oversee the delivery of IT services to ensure they meet client expectations and contractual requirements. Develop Standards:Create and enforce service delivery standards and processes. Incident Management:Manage incidents to minimise downtime by supervising the remediation of IT Service problems. Performance...
-
Service Delivery Manager
3 weeks ago
New Delhi, India ValueMomentum Full timeJob Title :Service Delivery Manager – Application Managed Services Primary skills:#Guidewire, #P&C Insurance, #PolicyCenter, #ClaimCenter, #AMS Location :Coimbatore Mode of work : Work from Office Experience : 8-10 YearsRequirements Required Skills & Experience Category Requirements Experience 8–10 years overall IT experience, with at least 5+ years...
-
Service Delivery Manager
2 weeks ago
New Delhi, India ValueMomentum Full timeJob Title :Service Delivery Manager – Application Managed Services Primary skills:#Guidewire, #P&C Insurance, #PolicyCenter, #ClaimCenter, #AMS Location :Coimbatore Mode of work : Work from Office Experience : 8-10 YearsRequirements Required Skills & Experience Category Requirements Experience 8–10 years overall IT experience, with at least 5+ years...
-
Service Delivery Manager
4 weeks ago
New Delhi, India NIIT Limited Full timeKey Responsibilities: Manage the execution and delivery of L&D programs (classroom, virtual, and digital formats) across various geographies and client accounts Act as the primary point of contact for clients regarding program delivery, issue resolution, and updates Work closely with instructional designers, facilitators, and operations teams to ensure...
-
Manager Service Delivery
4 weeks ago
New Delhi, India ReSource Pro Full timeDearAspirant,We are ReSource Pro Operational Solutions Private Limited, BangaloreAbout Us:ReSource Pro brings to the insurance industry tools, technology and strategic services that enable profitable growth through operations excellence. Headquartered in New York, ReSource Pros global service centers address client operational needs around the clock....
-
Manager Service Delivery
2 weeks ago
New Delhi, India ReSource Pro Full timeDearAspirant,We are ReSource Pro Operational Solutions Private Limited, BangaloreAbout Us:ReSource Pro brings to the insurance industry tools, technology and strategic services that enable profitable growth through operations excellence. Headquartered in New York, ReSource Pros global service centers address client operational needs around the clock....
