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Service Delivery Manager

2 weeks ago

Indore, Madhya Pradesh, India Intertec Systems Full time US$ 1,50,000 - US$ 2,00,000 per year

Key Responsibilities:

Service Delivery Management

  • Own end-to-end service delivery for assigned accounts, ensuring adherence to SLAs, KPIs, and quality standards.
  • Lead incident, problem, and change management processes, ensuring service stability and customer satisfaction.
  • Conduct regular service reviews, prepare performance reports, and handle customer escalations with a solution-oriented approach.

Team & People Management

  • Manage and mentor a cross-functional team of 50–80+ engineers and team leads across service desk, infrastructure, end-user support, network, Automation, AI and cloud.
  • Drive team performance through clear objectives, regular feedback, and career development plans.
  • Foster a high-performance culture with a focus on accountability, ownership, and continuous improvement.
  • Manage team rosters, shift rotations, and ensure 24x7 support coverage as needed.
  • Conduct regular team meetings, performance appraisals, and coaching sessions to build a motivated and customer-focused team.

Governance & Continuous Improvement

  • Implement best practices aligned with ITIL standards to improve service maturity.
  • Identify process gaps and drive automation and efficiency initiatives.
  • Collaborate with internal stakeholders (Projects, Presales, HR, Finance) for resource planning, transitions, and service expansions.

Client Engagement & Reporting

  • Serve as the primary delivery interface for customers.
  • Maintain strong relationships with key stakeholders and drive proactive communication and transparency.
  • Present monthly and quarterly service performance metrics and action plans.

Key Skills and Experience:

  • 15+ years
    of experience in IT service delivery, with at least
    4+ years in a leadership role
    managing large technical teams.
  • Strong background in
    team leadership, conflict resolution, and performance management
    .
  • Proven experience managing enterprise clients in a
    Managed Services or IT Outsourcing environment
    .
  • Expertise in ITIL processes (certification preferred), with a strong understanding of SLA-driven delivery.
  • Experience in leading
    offshore delivery teams
    and multi-location support models.
  • Excellent communication, stakeholder management, and analytical skills.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field (Master's preferred).
  • ITIL v3/v4 Foundation is required (Intermediate/Expert or PMP is a plus).