Service Delivery Manager
2 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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Service Delivery Manager
2 days ago
tamil nadu, India TECEZE Full timeService Delivery Manager – ITSM (ServiceNow)Position OverviewThe 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...
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Senior Service Delivery Manager
2 weeks ago
tamil nadu, India Mastek Full timeSenior Delivery Lead / Offshore Account PartnerLocation: Chennai or BangaloreExperience: 15–20 yearsRole OverviewWe 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 timely,...
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Service Delivery Manager
3 days ago
Chennai, Tamil Nadu, India, Tamil Nadu TECEZE Full timeService Delivery Manager – ITSM (ServiceNow)Position OverviewThe 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...
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Service Delivery Coordinator
2 days ago
tamil nadu, India TECEZE Full timeJob Title: Service Delivery Coordinator – IT InfrastructureLocation: Chennai / Bangalore / PuneShift: 5:00 PM IST – 5:00 AM IST (US Time Zone Support)Department: Service Delivery / OperationsReports To: Service Delivery Manager / Program ManagerAbout TECEZETECEZE is a global Managed Services and IT Solutions provider, delivering end-to-end technology...
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Service Delivery Manager
2 weeks ago
Coimbatore, Tamil Nadu, India, Tamil Nadu ValueMomentum Full timeJob Title: Service Delivery Manager – Application Managed Services Primary skills: #Guidewire, #P&C Insurance, #PolicyCenter, #ClaimCenter, #AMSLocation: Coimbatore Mode of work: Work from Office Experience: 8-10 Years Requirements Required Skills & ExperienceCategoryRequirementsExperience8–10 years overall IT experience, with at least 5+ years managing...
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Service Delivery Manager-r2r
1 week ago
Chennai, Tamil Nadu, India Cognizant Full time**Job Summary** **Responsibilities** - Lead the end-to-end service delivery for Record to Report processes ensuring high-quality standards. - Oversee the Finance - Order to Cash Finance - Procure to Pay and Finance - Fixed Assets processes to ensure seamless operations. - Provide strategic direction and support for CE-Project Management initiatives. -...
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Service Delivery Project Manager
2 weeks ago
Chennai, Tamil Nadu, India, Tamil Nadu Inspirisys Solutions Limited Full timeA Project Delivery Manager for End User Services is responsible for overseeing the delivery of IT services and support to end users & Enterprise Delivery. This role involves managing projects, coordinating with various teams, and ensuring that services are delivered efficiently and effectively. Here are some key responsibilities and...
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Senior Service Delivery Manager
2 weeks ago
Chennai, Tamil Nadu, India, Tamil Nadu Mastek Full timeSenior Delivery Lead / Offshore Account PartnerLocation: Chennai or BangaloreExperience: 15–20 yearsRole OverviewWe 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 timely,...
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Senior Service Delivery Manager
2 weeks ago
Chennai, Tamil Nadu, India, Tamil Nadu Zensar Technologies Full timeWhat's this role about?We are looking for a Service Delivery Manager to lead Product Sustenance / Application Management Services using an AI-first Next Gen AMS model, integrating SRE and KTLO practices. The role focuses on delivering stable operations, Application support services (L2, L3 and Minor Enhancements) driving automation, and transformation by...
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Assessment Service Delivery
6 days ago
Chennai, Tamil Nadu, India Larsen & Toubro Full timeAssessment Service Delivery LNT/ASD/1281513 EdutechChennai - Posted On - 04 Feb 2025 - End Date - 03 Aug 2025 - Required Experience - 2 - 4 Years **Skills**: Knowledge & Posting Location SERVICE DELIVERY ASSESSMENT TEAM BUILDING VENDOR MANAGEMENT PROJECT MANAGEMENT Minimum Qualification BACHELOR OF TECHNOLOGY HONORS (BTECH HONS) **Job...
