Service Delivery Manager
7 days ago
Service Delivery Manager – ITSM (ServiceNow) Position Overview The Service Delivery Manager (SDM) will oversee the end-to-end delivery of IT services via the ServiceNow ITSM platform , ensuring that all incidents, service requests, problems, and changes are handled effectively and within defined Service Level Agreements (SLAs) . The SDM will be responsible for resource management , performance tracking , and maintaining operational excellence across the service desk and onsite support teams. This role requires a strong blend of technical ITSM knowledge, leadership capability, and customer management skills. Key Responsibilities 1. ServiceNow ITSM Platform Management Administer and optimize the ServiceNow ITSM environment for incident, request, change, and problem management. Drive automation, reporting, and process improvements within ServiceNow. Ensure proper categorization, prioritization, and workflow compliance of tickets. Maintain system health and ensure alignment with ITIL best practices. 2. SLA & Performance Management Monitor and manage SLA performance to maintain 98%+ compliance on all incident and service request tickets. Develop real-time dashboards and reports to track SLA adherence, ticket trends, and backlog status. Conduct regular service review meetings to analyze KPIs and propose corrective actions. 3. Onsite Resource & Team Management Oversee onsite and remote service delivery teams , ensuring efficient allocation of workload. Handle resource scheduling, shift planning , and backfill management during absences or increased workloads. Mentor and coach team leads and engineers to uphold service quality and technical excellence. 4. Customer & Stakeholder Engagement Act as the primary escalation point for clients on service-related matters. Conduct regular service review meetings with customers to discuss performance, feedback, and improvement plans. Collaborate with internal departments (NOC, Security, Infrastructure) for seamless service delivery. 5. Knowledge & Asset Management Oversee Knowledge Base (KB) updates, ensuring that troubleshooting guides, SOPs, and FAQs are current and comprehensive. Implement and manage asset lifecycle processes including onboarding, tracking, and decommissioning. Ensure accuracy of CMDB (Configuration Management Database) and asset inventories. 6. Continuous Improvement & Governance Identify areas for process enhancement and drive continual service improvement (CSI) initiatives. Support audits, compliance checks, and governance reviews. Implement best practices in ITIL v4 service management processes. Required Skills & Experience Bachelor’s degree in IT, Computer Science, or a related field. 5+ years of experience in IT Service Delivery, preferably in a managed services or MSP environment. Proven experience managing ServiceNow ITSM or similar platforms (e.g., BMC Remedy, Cherwell). Strong understanding of ITIL frameworks and service management processes. Demonstrated success in SLA management and customer satisfaction improvement . Experience in people management , shift planning , and backfill coordination . Excellent communication, analytical, and problem-solving skills.
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IT Service Delivery Manager
2 weeks ago
bangalore, India HGS Full timeResponsibilities:Manage IT Services: Oversee the delivery of IT services to ensure they meet client expectations and contractual requirements.Develop Standards: Create and enforce service delivery standards and processes.Incident Management: Manage incidents to minimise downtime by supervising the remediation of IT Service problems.Performance Monitoring:...
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Manager Service Delivery
1 week ago
bangalore, India ReSource Pro Full timeDear Aspirant, We are ReSource Pro Operational Solutions Private Limited, Bangalore About Us: ReSource Pro brings to the insurance industry tools, technology and strategic services that enable profitable growth through operations excellence. Headquartered in New York, ReSource Pros global service centers address client operational needs around the clock....
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Manager Service Delivery
7 days ago
Bangalore, India ReSource Pro Full timeDear Aspirant, We are ReSource Pro Operational Solutions Private Limited, Bangalore About Us: ReSource Pro brings to the insurance industry tools, technology and strategic services that enable profitable growth through operations excellence. Headquartered in New York, ReSource Pros global service centers address client operational needs around the clock....
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Service Delivery Manager
1 week ago
bangalore, India NIIT Limited Full timeKey Responsibilities: Manage the execution and delivery of L&D programs (classroom, virtual, and digital formats) across various geographies and client accounts Act as the primary point of contact for clients regarding program delivery, issue resolution, and updates Work closely with instructional designers, facilitators, and operations teams to ensure...
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Delivery manager service
2 weeks ago
Bangalore, India ThoughtFocus Full timeONLY IMMEDIATE JOINERS (0-10 days) Job Description Delivery Manager - Capital Markets (BFSI Domain) Location: Bangalore Experience: 15-18 Years Reports To: Delivery Head - Financial Services Must have strong experience in Capital Market domain Role Overview: We are seeking a seasoned Delivery Manager to lead large-scale technology programs within the Capital...
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Bangalore, 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...
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bangalore, 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...
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Service Delivery Manager
2 weeks ago
Bangalore, 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...
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Senior Service Delivery Manager
1 week ago
bangalore, India Aptimized Full timeSenior Service Delivery Manager Location: Hyderabad, India Please note: Only local candidates will be considered for this role. Reports to: CTO Department: Global Delivery, Service Delivery Group Budget/Revenue Responsibility: Yes Team Size: 100+ indirect reports Position Summary The Senior Service Delivery Manager is a senior leadership role within the...
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Senior Service Delivery Manager
1 week ago
bangalore, India Mastek Full timeSenior Delivery Lead / Offshore Account Partner Location: Chennai or Bangalore Experience: 15–20 years Role Overview We are seeking a seasoned delivery leader with strong technical depth and proven experience managing both delivery and client/account responsibilities. This role serves as the primary offshore liaison for client stakeholders—ensuring...
