Service Delivery Manager
18 hours ago
Service Delivery Manager - IT Infrastructure Services (Network Cloud Server Storage Telephony Staffing Digital Workplace) Function: Service Delivery Reports to: Head of Service Delivery/Operations Director Seniority: Hands-on Manager (player-coach) Team: Manages 2-5 Service Delivery Coordinators while also acting as an individual contributor on critical tasks Location: India Travel: Role Summary Own end-to-end service delivery and customer satisfaction across IT infrastructure services while exercising tight weekly control on P&L. Lead a small coordination team, run governance cadences, standardize SOPs/runbooks, and drive measurable improvements in SLAs, CSAT, and margin. Key Responsibilities 1) Service Delivery & Operations (ITIL) - Govern Incident, Request, Problem, Change (CAB) and Major Incident processes; act as on-rotation MIM for P1s. - Ensure SLA/OLA attainment across network, cloud, server, storage, telephony, workplace towers. - Own capacity & demand planning (skills matrix, on-call rosters, vendor/backfill). - Lead service transitions (KT, runbooks, acceptance criteria, warranty). - Drive continual improvement (trend analysis, RCA/RFO, automation opportunities). 2) Financials - Weekly P&L Ownership - Maintain account/tower-level P&L with a weekly cadence: - Revenue recognition (T&M vs Fixed), timesheet hygiene, milestones. - COGS: staffing, cloud credits/consumption, licenses, partner costs. - Variance analysis vs budget; forecast next 4-8 weeks. - Billing & AR: invoice schedule, DSO, PO/budget burn, change orders. - Margin protection: scope control, rate-card adherence, vendor rebates, cost optimization. - Publish Friday P&L Snapshot with actions and owners; track to closure. 3) Customer Governance & Stakeholder Management - Run Daily Ops huddles, Weekly Service Reviews, Monthly/Quarterly Business Reviews (MBR/QBR). - Maintain stakeholder maps (customer, vendors, internal towers), escalation paths, and comms plans. - Present service health, risks, and improvement plans with clear business outcomes. 4) Team Leadership (2-5 Coordinators) - Hire, onboard, coach; assign workloads; set goals/KPIs. - Establish a performance rhythm (1:1s, feedback, training on ITIL, tools, financial literacy). 5) SOPs, Runbooks & Compliance - Create, publish, and maintain SOPs and tower runbooks; enforce version control and audit trails. - Ensure CMDB/asset hygiene; align with ISO 27001 controls and customer policies. Reporting Cadence & Templates Daily (by 10:00) - Daily Ops Dashboard: open tickets by priority/age, SLA risks, overnight P1/P2s summary, changes scheduled today, capacity roster, vendor blockers. - Major Incident Update (as needed): impact, workaround, ETA, next comms time. Weekly (every Friday EOD) - Weekly P&L Snapshot (per account/tower): - Revenue recognized Invoiced Unbilled AR/DSO COGS Gross Margin % Variance vs Plan Forecast (4-8 wks). - Actions to correct slippage (owner/date). - Service Review Pack: - SLA/OLA heatmap, ticket trends, top 5 repeat issues, change success rate, patch/backlog status, risks & mitigations, customer sentiment/CSAT. Monthly (MBR, by 3rd business day) - MBR Deck: KPI trends (3-6 months), RCA status, automation/savings realized, DR/backup posture, security exceptions, roadmap & resource plan, financial roll-up vs budget, 60-day forecast, improvement OKRs.
-
Kochi, India TECEZE Full timeService Delivery Manager — IT Infrastructure Services (Network · Cloud · Server · Storage · Telephony · Staffing · Digital Workplace) Function: Service Delivery Reports to: Head of Service Delivery/Operations Director Seniority: Hands-on Manager (player–coach) Team: Manages 2–5 Service Delivery Coordinators while also acting as an individual...
-
Kochi, India TECEZE Full timeService Delivery Manager — IT Infrastructure Services(Network · Cloud · Server · Storage · Telephony · Staffing · Digital Workplace)Function: Service DeliveryReports to: Head of Service Delivery/Operations DirectorSeniority: Hands-on Manager (player–coach)Team: Manages 2–5 Service Delivery Coordinators while also acting as an individual...
-
Kochi, India TECEZE Full timeService Delivery Manager — IT Infrastructure Services(Network · Cloud · Server · Storage · Telephony · Staffing · Digital Workplace)Function: Service DeliveryReports to: Head of Service Delivery/Operations DirectorSeniority: Hands-on Manager (player–coach)Team: Manages 2–5 Service Delivery Coordinators while also acting as an individual...
-
Kochi, India TECEZE Full timeService Delivery Manager — IT Infrastructure Services (Network · Cloud · Server · Storage · Telephony · Staffing · Digital Workplace) Function: Service Delivery Reports to: Head of Service Delivery/Operations Director Seniority: Hands-on Manager (player–coach) Team: Manages 2–5 Service Delivery Coordinators while also acting as an individual...
-
Service Delivery Manager
16 hours ago
kochi, India mispa Technologies Full timeKey Responsibilities:Service Development & Management: Design, implement, and manage IT services, ensuring their effectiveness through measurable outcomes and reporting.Service Quality & Improvement: Ensure IT services are delivered in line with agreed service levels, continuously evaluating and enhancing the quality of services, processes, and...
-
Service Delivery Manager
2 days ago
Level , Carnival Infopark, Inforpark, Kakkanad Kerala, Kochi, India Digital Biz Solutions Full time ₹ 12,00,000 - ₹ 36,00,000 per yearJob Title: Service Delivery Manager – IT Application Support Role Summary: The Service Delivery Manager is responsible for ensuring the seamless delivery of support services for IT applications, meeting agreed-upon service levels and maintaining high customer satisfaction. The role requires managing a team of support professionals, coordinating with...
-
Kochi, India DBiz.ai Full timeDescription :About the Role :The Service Delivery Manager is a critical leadership role responsible for ensuring the seamless, high-quality delivery of support services across the organization's entire portfolio of IT applications.This role requires managing a team of support professionals, owning the governance of service levels, driving process...
-
Service Delivery Manager
2 days ago
Kochi, Kerala, , India mispa Technologies Full time ₹ 6,00,000 - ₹ 12,00,000 per yearKey Responsibilities:Service Development & Management: Design, implement, and manage IT services, ensuring their effectiveness through measurable outcomes and reporting.Service Quality & Improvement: Ensure IT services are delivered in line with agreed service levels, continuously evaluating and enhancing the quality of services, processes, and...
-
Executive, Service Delivery
2 weeks ago
Kochi, Kerala, India Fleet Management Full time**Executive, Service Delivery**: - Date: 11 Apr 2025 - Location: Kochi - Company: Elegant Marine Services Private Limited Our 30-year journey rides on the passion of over 27,000 seafarers and 1,000 onshore professionals. Today, we are one of the largest independent third-party ship management companies managing over 650+ diverse types of...
-
Delivery Boy/girl
2 days ago
Kochi, India Fast & Timely Full time**Job Ad: Delivery Boy/Girl for E-commerce (Location: Kerala)** Are you looking for an exciting opportunity to be part of the booming e-commerce industry? We are seeking enthusiastic and responsible Delivery Boys/Girls to join our dynamic team in Kerala. As a Delivery Boy/Girl, you will play a crucial role in ensuring our customers receive their orders...
