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Senior Service Delivery Manager

2 weeks ago

Noida, Uttar Pradesh, India ProVal Technologies Full time ₹ 80,00,000 - ₹ 1,20,00,000 per year

We are seeking a high-caliber Service Delivery Manager who excels at leadership, mentoring, problem-solving, and leveraging technology. This role oversees ~100 colleagues, including Assistant Managers and Team Leads, and reports directly to our COO in the United States. The ideal candidate is a strong communicator, a team builder, and someone who embraces innovation, process improvement and AI.

For more details, please go through the website:

Core Responsibilities

  1. Leadership & People Development


• Lead, mentor, and coach Associate Managers, Assistant Managers, Team Leads, and engineers to build a high-performance culture.


• Create structured career development plans and succession pipelines.


• Drive a culture of accountability, ownership, and continuous improvement.


• Oversee staffing, shift management, and capacity planning for a 24/7/365 operation.


• Partner with HR on hiring, onboarding, training, and performance management.


• Ensure alignment with ProVal's values: transparency, collaboration, professionalism, and operational excellence.


• Lead organizational scaling efforts, managing team structure evolution as ProVal grows.

  1. Operational Management


• Own end-to-end responsibility for service delivery across shifts and service lines.


• Ensure SLA adherence and timely resolution of tickets, incidents, and service requests.


• Monitor queues, workloads, backlogs, and operational trends.


• Coordinate escalations and cross-team operations with Managed NOC, Software Consulting, and ProServe.


• Standardize communication and handoff procedures between US and India teams.

  1. Service Delivery & Stakeholder Management

  2. Serve as senior escalation point for critical or unresolved incidents.


• Maintain strong relationships with US and India stakeholders.


• Conduct service review meetings and present insights, risks, and improvement plans.


• Champion a customer first mindset and implement structured feedback and RCA loops.


• Facilitate clear communication channels between service lines to ensure coordinated delivery.

  1. Performance Monitoring & Reporting


• Track KPIs such as SLA compliance, MTTR, FCR, CSAT, productivity, and ticket trends.


• Prepare weekly, monthly, and quarterly dashboards for leadership.


• Use data driven analysis to identify gaps, root causes, and improvement opportunities.


• Enhance scorecards and reporting mechanisms for visibility into team performance and operational health.

  1. Process Improvement & Technology Enablement


• Evaluate workflows and identify opportunities for automation, optimization, and standardization.


• Partner with all teams to design tech enabled solutions.


• Develop SOPs, runbooks, KB articles, and training materials.


• Introduce best practices in ticket quality, communication, and escalation management.


• Promote a mindset of leveraging technology and automation to solve operational challenges.

.

Qualification & Experience

  • Bachelor's degree in IT, Computer Science, or related field.
  • 12–15 years of experience in IT Support, Service Desk, NOC, or MSP operations.
  • 5–7 years of experience managing managers and team leads.
  • Experience with global delivery models required.
  • ITIL certification is a plus.

Required Skill Set

  • Demonstrated success managing multilayered technical support teams.
  • Excellent leadership presence, communication, and interpersonal skills.
  • Strong ability to coach, mentor, and develop future leaders.
  • Moderate technical understanding relevant to MSP environments (Windows, networking, monitoring tools, RMM platforms, ITIL).
  • Strong analytical and problem-solving abilities.
  • Comfort working in a fast paced environment with evolving priorities.
  • Ability to drive operational alignment across service lines and influence global stakeholders.
  • Skilled in change management and scaling operations.