Service Delivery Manager

3 weeks ago

Hyderabad, India Sage It Full time

Role & responsibilities

We are looking for a high-calibre, experienced Service Delivery Manager (SDM) to lead service operations and strategic delivery for the project. This role demands a proactive leader with a deep understanding of Network and Security Operations, strong stakeholder management abilities, and a proven history of end-to-end IT service delivery.The SDM will be responsible for ensuring high service levels, cross-functional team coordination, customer satisfaction, and adherence to compliance and security frameworks. This is a client-facing leadership role that requires a balance of technical oversight, people management, and strategic thinking.

Key Responsibilities

  • Act as the primary point of contact for all service delivery operations
  • Lead cross-domain service delivery, especially focusing on:
  • Network and Firewall Management
  • Endpoint Detection and Response (EDR)
  • DevSecOps and Secure CI/CD Practices
  • Cloud Security (Azure, AWS, GCP)
  • Identity & Access Management (IAM)
  • Govern end-to-end delivery performance, SLAs, and KPIs across multiple towers (Infrastructure, Security, Cloud, Application Support).
  • Drive operational excellence and stability using ITIL, PRINCE2 or PMP best practices.
  • Ensure compliance with security and audit requirements.
  • Conduct weekly/monthly/quarterly service reviews and reporting to client stakeholders.
  • Manage escalations, identify service risks, and implement mitigation plans proactively.
  • Coordinate knowledge transfer (KT) and reverse KT activities with offshore/onshore teams.
  • Lead internal initiatives for continuous improvement, automation, and optimisation.
  • Monitor capacity, performance, and availability using ITSM and NOC/SOC tools.

  • Facilitate vendor coordination and performance tracking for third-party dependencies.

  • Minimum 10 years of experience in IT Service Management.

  • Must have held roles as SDM in both Network and Security domains.
  • Certification in any ONE of the following:
  • ITIL (v3 or v4)
  • PRINCE2 Practitioner
  • PMP (Project Management Professional)
  • Strong command over incident, problem, change, and service continuity management.
  • Expertise in managing large-scale operations in a multi-vendor, multi-location model.
  • Demonstrated ability to manage client expectations, reporting, escalations, and governance.
  • Hands-on understanding of SOC/NOC operations, compliance audits, and security tools.

Desirable Qualifications

  • Experience in Telecom, Utilities, or BFSI sectors.
  • Understanding of security frameworks such as ISO 27001, NIST, SOC 2, or GDPR.
  • Experience working with SIEM, DLP, WAF, SOAR, or vulnerability management platforms.
  • Familiarity with tools such as ServiceNow, BMC Remedy, Splunk, Palo Alto, CrowdStrike, etc.
  • Background in overseeing Managed Security Services (MSS) or Cloud-native security services.

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