Service Delivery Manager

4 days ago

Hyderabad Telangana, India Techwave Full time

Techwave we are always in an exercise to foster a culture of growth and inclusivity We ensure whoever is associated with the brand is being challenged at every step and is provided with all the necessary opportunities to excel in life People are at the core of everything we do Join us Who are we Techwave is a leading global IT and engineering services and solutions company revolutionizing digital transformations We believe in enabling clients to maximize the potential and achieve a greater market with a wide array of technology services including but not limited to Enterprise Resource Planning Application Development Analytics Digital and the Internet of things IoT Founded in 2004 headquartered in Houston TX USA Techwave leverages its expertise in Digital Transformation Enterprise Applications and Engineering Services to enable businesses accelerate their growth Plus we re a team of dreamers and doers who are pushing the boundaries of what s possible And we want YOU to be a part of it Role Service Delivery Manager Experience 8 Years Job type Permanent Location Hyderabad Role Summary The Service Delivery Manager will be responsible for ensuring the smooth delivery of enterprise Infrastructure and Platform as a Service eI P AAS to the Customer The role focuses on service governance stakeholder engagement SLA KPI management and vendor coordination rather than deep technical execution A basic understanding of infrastructure and cloud environments is beneficial to facilitate effective communication with technical teams Key Responsibilities - Oversee the delivery of eI P AAS services to meet agreed SLAs and KPIs - Act as the primary point of contact between the service provider and stakeholders - Lead monthly Delivery Board meetings presenting service performance KPI metrics and improvement plans - Coordinate incident change and problem management processes at a governance level - Ensure vendor performance meets contractual obligations escalating issues when needed - Facilitate communication between technical teams business stakeholders and third-party vendors - Support budget forecasting cost tracking and service improvement initiatives - Promote process standardization and adherence to agreed service management frameworks ITIL Tools Platforms Awareness Required - Service Management Tools Jira TopDesk - Monitoring LogicMonitor awareness of capabilities - Cloud Platforms Microsoft Azure IAAS PAAS general understanding - Virtualization Infrastructure VMware Cisco UCS conceptual knowledge - Storage Backup NetApp Veeam awareness of functions - Collaboration with teams using SCCM WSUS Active Directory DNS DHCP Skills Qualifications - Bachelor s degree in Business Administration Information Technology or related field - 5 years of experience in IT Service Delivery Program Management or related roles - ITIL v4 Foundation certification preferred - Strong stakeholder management and communication skills - Experience managing SLAs KPIs and vendor performance - Ability to translate business requirements into actionable service improvements - Basic understanding of IT infrastructure and cloud concepts to liaise effectively with technical teams Pay Range 20 - 25 per year

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