Service Delivery Manager

2 days ago


Bangalore, India TECEZE Full time

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



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