Manager | Service Delivery | Bengaluru Eco space | Technology Strategy

1 week ago

Bengaluru, Karnataka, India Deloitte Full time ₹ 1,20,000 - ₹ 1,80,000 per year

Job requisition ID :: 90129

Date: Sep 30, 2025

Location: Bengaluru Eco space

Designation: Manager

Entity: Deloitte Touche Tohmatsu India LLP

Role Summary

The Service Delivery Manager (SDM) is responsible for ensuring consistent, high-quality IT service delivery to clients/end-users. This role oversees service desk operations, incident/problem/change management, SLAs, and end-to-end service performance. The SDM acts as the primary liaison between IT, business stakeholders, and vendors to ensure services align with business objectives.

Key Responsibilities
  • Service Delivery & Operations
  • Own overall IT service delivery, ensuring SLA and KPI adherence.
  • Oversee L1, L1.5, L2, and vendor teams to maintain service continuity.
  • Drive incident, problem, and change management processes.
  • Proactively monitor and improve service performance, availability, and reliability.
  • Governance & Stakeholder Management
  • Act as the single point of contact for business stakeholders.
  • Conduct regular service review meetings with clients and vendors.
  • Publish service performance dashboards and reports.
  • Manage escalations and ensure timely resolution of critical issues.
  • Continuous Improvement & Transformation
  • Identify opportunities for process standardization and automation.
  • Lead service transition and transformation initiatives.
  • Drive CSAT (Customer Satisfaction) improvements.
  • Ensure compliance with ITIL best practices and governance frameworks.
  • Team & Vendor Management
  • Provide leadership to service desk leads, engineers, and coordinators.
  • Manage vendor performance and contracts in alignment with SLAs.
  • Enable training, mentoring, and knowledge sharing across teams.

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