
Service Delivery Manager
4 weeks ago
Key Responsibilities:
Service Delivery Management:
- Own end-to-end service delivery for assigned accounts, ensuring adherence to SLAs, KPIs, and quality standards.
- Lead incident, problem, and change management processes, ensuring service stability and customer satisfaction.
- Conduct regular service reviews, prepare performance reports, and handle customer escalations with a solution-oriented approach.
Team & People Management:
- Manage and mentor a cross-functional team of 50-80+ engineers and team leads across service desk, infrastructure, end-user support, network, Automation, AI and cloud.
- Drive team performance through clear objectives, regular feedback, and career development plans.
- Foster a high-performance culture with a focus on accountability, ownership, and continuous improvement.
- Manage team rosters, shift rotations, and ensure 24x7 support coverage as needed.
- Conduct regular team meetings, performance appraisals, and coaching sessions to build a motivated and customer-focused team.
Governance & Continuous Improvement:
- Implement best practices aligned with ITIL standards to improve service maturity.
- Identify process gaps and drive automation and efficiency initiatives.
- Collaborate with internal stakeholders (Projects, Presales, HR, Finance) for resource planning, transitions, and service expansions.
Client Engagement & Reporting:
- Serve as the primary delivery interface for customers.
- Maintain strong relationships with key stakeholders and drive proactive communication and transparency.
- Present monthly and quarterly service performance metrics and action plans.
Key Skills and Experience:.
- 15+ years of experience in IT service delivery, with at least 4+ years in a leadership role managing large technical teams.
- Strong background in team leadership, conflict resolution, and performance management.
- Proven experience managing enterprise clients in a Managed Services or IT Outsourcing environment.
- Expertise in ITIL processes (certification preferred), with a strong understanding of SLA-driven delivery.
- Experience in leading offshore delivery teams and multi-location support models.
- Excellent communication, stakeholder management, and analytical skills.
Qualifications:.
- Bachelor's degree in Computer Science, Information Technology, or a related field (Master's preferred).
- ITIL v3/v4 Foundation is required (Intermediate/Expert or PMP is a plus).
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