Service Delivery Manager

21 hours ago

Bombay Central, India CARE INFOTECH Full time

Job Summary:

We are looking for an experienced and proactive Service Delivery Manager to oversee the delivery of IT/Business services to our clients. The role is responsible for ensuring that service quality, performance, and client satisfaction meet agreed standards. This is a remote position, requiring strong communication, organizational, and leadership skills to coordinate cross-functional teams and manage client expectations effectively.

Key Responsibilities:

  • Act as the primary point of contact for clients regarding service delivery matters.
  • Ensure services are delivered according to SLAs (Service Level Agreements) and KPIs.
  • Monitor, track, and report on service performance, incidents, and escalations.
  • Manage client relationships, ensuring high levels of customer satisfaction.
  • Collaborate with technical teams to resolve service issues and improve processes.
  • Lead regular service review meetings with clients and internal stakeholders.
  • Drive continuous improvement in service delivery, identifying efficiency and quality enhancements.
  • Support project transitions, onboarding of new clients, and change management activities.
  • Maintain documentation related to service delivery, including policies, reports, and procedures.
  • Manage a remote team and ensure smooth communication and collaboration across time zones.

Required Skills & Qualifications:

  • Bachelor's degree in IT, Business Management, or a related field.
  • Proven experience as a Service Delivery Manager, IT Manager, or similar role.
  • Strong knowledge of ITIL framework and service management practices.
  • Excellent client-facing and stakeholder management skills.
  • Ability to manage multiple priorities and work effectively in a remote setup.
  • Strong problem-solving and decision-making abilities.
  • Proficiency in tools like MS Office, ServiceNow, Jira, or other ITSM platforms.
  • Relevant certifications (e.g., ITIL, PMP, PRINCE2) are a plus.

Soft Skills:

  • Strong leadership and team management skills.
  • Excellent written and verbal communication.
  • Customer-centric mindset with a proactive attitude.
  • Ability to build trust and maintain long-term client relationships.

Job Type: Permanent

Pay: ₹727, ₹1,090,592.28 per year

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