Service Delivery Manager – ITSM

4 days ago

Chennai, Tamil Nadu, India TECEZE Full time ₹ 4,00,000 - ₹ 12,00,000 per year

Job Title:
Service Delivery Manager – ITSM (ServiceNow)

Location:
Onsite

Department:
Service Delivery

Reports To:
Head of Operations / Delivery Director

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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