Service Delivery Manager

3 weeks ago

Chennai, Tamil Nadu, India Hectae Analytics and Software Solutions Full time

About Us  

Hectae Analytics and Software Solutions is a digital transformation and consulting firm specializing in enterprise ITSM implementations, platform integrations, and service management optimization. We partner with clients across industries to deliver tailored, scalable, and outcome-driven solutions that enhance operational efficiency and digital service delivery. 

Position Overview  

We are seeking a Service Delivery Manager (SDM)  to set up and lead our complete service delivery system from the ground up . 

This role is ideal for a professional with 5+ years of experience in ITSM delivery  who can establish delivery frameworks, standardize processes, ensure service quality, and drive customer satisfaction. The SDM will act as both a strategic coordinator and hands-on delivery lead , ensuring services are executed efficiently while aligning with business objectives. 

Key Responsibilities

  • Design, implement, and manage the end-to-end service delivery framework . 
  • Establish and standardize processes, SLAs, and best practices  for smooth service operations. 
  • Monitor and drive service quality, ensuring customer satisfaction and compliance . 
  • Act as the primary point of contact for clients on service delivery matters. 
  • Collaborate with internal teams (engineering, support, business analysts, and operations) to ensure seamless service execution. 
  • Proactively identify risks, issues, and gaps in delivery, and implement corrective measures. 
  • Generate regular reports on delivery performance, efficiency, and improvement areas. 
  • Mentor and guide junior team members in delivery practices and standards. 

Required Skills & Qualifications

  • 5+ years of experience  in service delivery, implementation, or related roles. 
  • Strong understanding of IT service management (ITSM) principles  and delivery frameworks. 
  • Hands-on experience in setting up systems and processes  from scratch. 
  • Prior experience with Freshservice or similar ITSM tools  (e.g., ServiceNow, Jira Service Management, Zendesk) is highly desirable. 
  • Excellent stakeholder management  and client-facing skills. 
  • Strong problem-solving, analytical, and organizational abilities. 
  • Effective communication skills with the ability to articulate technical concepts clearly. 
  • Certification in ITIL or related frameworks (preferred but not mandatory). 

Why Join Us  

  • Build and own the service delivery function from the ground up . 
  • Lead impactful delivery programs and directly influence client success. 
  • Collaborate with a technically advanced, client-focused, and innovation-driven team. 
  • Enjoy competitive compensation and growth opportunities in a fast-scaling environment. 

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