Manager | Service Delivery | Bengaluru Eco space | Technology Strategy
1 day ago
Job requisition ID :: 90129
Date: Sep 30, 2025
Location: Bengaluru Eco space
Designation: Manager
Entity: Deloitte Touche Tohmatsu India LLP
Role SummaryThe 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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