Sdm

We are seeking a highly motivated and experienced Service Delivery Manager (SDM) to join our dynamic Managed Services team. As an SDM, you will play a pivotal role in ensuring the successful delivery of IT support services to our clients in the pharmaceutical domain. You will be responsible for leading and managing a team of support professionals, overseeing service level agreements (SLAs), and driving continuous improvement within the service delivery process.

**Responsibilities**:
Lead and manage a team of support professionals, providing coaching, mentoring, and performance management.
Oversee the day-to-day operations of the service desk, ensuring efficient incident and request resolution.
Develop, implement, and maintain service delivery processes in accordance with ITIL best practices.
Manage service level agreements (SLAs) with clients, proactively identifying and mitigating risks.
Monitor and report on key service delivery metrics (KPIs) such as resolution times, first call resolution rates, and customer satisfaction.
Identify opportunities for process improvement and implement initiatives to enhance service delivery efficiency.
Escalate critical issues and manage relationships with other teams (development, infrastructure) to ensure timely resolution.
Collaborate with sales and account management teams to understand client needs and ensure service delivery alignment.
Develop and maintain documentation related to services, processes, and procedures.
Contribute to the development and implementation of new service offerings.
Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
Minimum 8-10 years of experience in IT service delivery or a related field.
Proven experience in leading and managing a team of technical support professionals.
Strong understanding of ITIL principles and best practices (ITIL v4 Foundation certification a plus).
Experience with service level agreements (SLAs) and service management tools.
Excellent problem-solving and analytical skills.
Strong communication, interpersonal, and negotiation skills.
Ability to work independently and as part of a team in a fast-paced environment.
Excellent organizational and time management skills.
Experience with ticketing systems and IT service management tools (e.g., ServiceNow) a plus.
Technical Skills:
Must-Have:
Experience in data integration, ingestion, and reconciliation.
Proficiency with Snowflake, AWS Services, and DBT.
Nice-to-Have:
Experience with PowerBi, Qlik Replicate, Fivetran, Snaplogic, Globalscape, Python, Full stack (Node/React.js), AI/ML, Informatica ETL, Oracle PL/SQL, Qliksense/Qlikview.

**About Virtusa**

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 30,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.

Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.

Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.