Service Delivery Manager

Job Title:

Service Delivery Manager

Job Status:

Full-time

Department/Group:

Operations

Employee Type:

Permanent

Reports to:

Chief Executive Officer (CEO).

Work schedule:

Monday to Friday, Night shift(7:30pm to 4:30am)

Job Description:

POSITION SUMMARY

This role is essential to ensuring high-quality, timely, and client-focused execution of small to medium-sized IT projects. You'll manage a team of 35 and be directly responsible for both project delivery and client communications, no project coordinator, no layers. Just you and your team making it happen.

The ideal candidate will be someone who thrives in dynamic, entrepreneurial settings, someone who has successfully delivered for clients, led teams with confidence, and navigated competing priorities without losing sight of exceptional service.

KEY RESPONSIBILITIES

Project Delivery Management:

• Manage the full lifecycle of small to mid-sized IT projects
• Build and maintain project plans, timelines, and task ownership
• Ensure projects meet scope, budget, and schedule expectations
• Collaborate with internal teams and clients for seamless execution
• Personally manage communication with clients, setting expectations, providing updates, and solving issues

Client Engagement:

• Serve as the main point of contact for project-related client communication
• Set clear expectations and deliver outstanding service and support
• Deliver a high-touch, proactive customer service experience
• Proactively handle issues or delays with transparency and a solutions-first mindset

Team Leadership:

• Lead a team of 35 staff; provide guidance, coaching, and support
• Align team efforts with business goals and Techify best practices
• Foster a high-performance, people-first culture with strong accountability

Operational Excellence:

• Contribute to service delivery standards and process improvements
• Report on project metrics and team performance
• Support ongoing alignment of service delivery to Techifys Intelligent Technology strategy

QUALIFICATIONS AND EXPERIENCE

• 3+ years of experience managing IT projects or service delivery
• 4-6 years of experience managing people or small teams
• Previous experience in an MSP, IT firm, or internal IT department
• Strong written and verbal communication skills
• Proven leadership ability; comfortable leading small teams
• Understanding of common IT infrastructure, systems, and terminology
• Experience with project management tools and methodologies
• Customer-service mindset with an ability to juggle competing priorities

SKILLS AND COMPETENCIES

• People-Oriented: Empathetic, strong communicator, and collaborative
• Project-Savvy: Able to build plans, juggle timelines, and deliver
• Service-Focused: Loves helping clients and building relationships
• Growth Mindset: Eager to improve, adapt, and grow
• Hands-On: Not afraid to get into the detailsyou do the work, not just delegate
• AI-Curious: Genuinely interested in how tech (including AI) can improve service delivery
• Flexible: Understands that IT projects dont always happen 9-5

Skills & Education Requirements

Education:

• Degree (such as a Bachelor's or Master's) in Project Management, Business Administration (BBA, MBA), or Information Technology (B.Tech, BE, BCA, MCA)
• Relevant professional certifications in Project Management (such as PMP, PRINCE2) or IT service management (such as ITIL)

Experience:

• 4-6 years of experience in a project management or service delivery role within an IT company, MSP, or an internal IT department

• Experience managing a team (ideally 35 people), providing coaching, performance management, and fostering growth

• Managing small to medium sized projects

• Hands-on experience with client-facing roles, resolving issues, and managing expectations

• Familiarity with technical environments, tools, and terminology (no need to be a technical expert, but must be tech-aware)

WORKING HOURS AND COMMITMENTS

• Remote work
• Hours: Full-time, 8-hour shifts with occasional availability outside standard hours to meet client or project needs

REPORTING STRUCTURE

• Reports To: Chief Executive Officer (CEO).
• Collaborates With: Project team members, client success team, and technical staff

Job Type: Full-time

Pay: ₹1,000, ₹1,500,000.00 per year

Benefits:

• Work from home

Application Question(s):

• 1. Do you have at least 4+ years of experience managing IT projects or service delivery?
• 1. Have you led and managed a team of 35 members in your previous/current roles?
• Are you familiar with project management tools and methodologies (e.g., Agile, Waterfall, MS Project)
• Do you have experience working in an MSP, IT firm, or internal IT department?
• Can you describe a situation where you successfully managed client communications and expectations during a project?
• Are you comfortable personally handling client escalations and solving project-related issues?
• Do you have a degree or post graduation in Project Management, Business Administration, or Information Technology?
• How well do you understand IT infrastructure, systems, and common industry terminology?
• Are you able to manage multiple competing priorities while maintaining a service-focused mindset?
• Are you available to work in the US shift?

Work Location: Remote