Service Delivery Manager

2 weeks ago

Chennai, Tamil Nadu, India Hectae Analytics and Software Solutions Full time ₹ 15,00,000 - ₹ 25,00,000 per year

About Us

Hectae Analytics and Software Solutions is a digital transformation and consulting firm specializing in enterprise ITSM implementations, platform integrations, and service management optimization. We partner with clients across industries to deliver tailored, scalable, and outcome-driven solutions that enhance operational efficiency and digital service delivery.

Position Overview

We are seeking a 
Service Delivery Manager (SDM)
 to 
set up and lead our complete service delivery system from the ground up
.

This role is ideal for a professional with 
5+ years of experience in ITSM delivery
 who can establish delivery frameworks, standardize processes, ensure service quality, and drive customer satisfaction. The SDM will act as both a 
strategic coordinator and hands-on delivery lead
, ensuring services are executed efficiently while aligning with business objectives.

Key Responsibilities

  • Design, implement, and manage the 
    end-to-end service delivery framework
    .
  • Establish and standardize 
    processes, SLAs, and best practices
     for smooth service operations.
  • Monitor and drive service quality, ensuring 
    customer satisfaction and compliance
    .
  • Act as the primary point of contact for clients on service delivery matters.
  • Collaborate with internal teams (engineering, support, business analysts, and operations) to ensure seamless service execution.
  • Proactively identify risks, issues, and gaps in delivery, and implement corrective measures.
  • Generate regular reports on delivery performance, efficiency, and improvement areas.
  • Mentor and guide junior team members in delivery practices and standards.

Required Skills & Qualifications

  • 5+ years of experience
     in service delivery, implementation, or related roles.
  • Strong understanding of 
    IT service management (ITSM) principles
     and delivery frameworks.
  • Hands-on experience in 
    setting up systems and processes
     from scratch.
  • Prior experience with 
    Freshservice or similar ITSM tools
     (e.g., ServiceNow, Jira Service Management, Zendesk) is highly desirable.
  • Excellent 
    stakeholder management
     and client-facing skills.
  • Strong problem-solving, analytical, and organizational abilities.
  • Effective communication skills with the ability to articulate technical concepts clearly.
  • Certification in ITIL or related frameworks (preferred but not mandatory).

Why Join Us

  • Build and own the 
    service delivery function from the ground up
    .
  • Lead impactful delivery programs and directly influence client success.
  • Collaborate with a technically advanced, client-focused, and innovation-driven team.
  • Enjoy competitive compensation and growth opportunities in a fast-scaling environment.

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