Service Delivery Manager

Job Title

About Us

Enterprise Service Management, IAM, and Cloud Modernization

Role Overview

Service Delivery Manager

Key Responsibilities

• Own and manage delivery of IT services, ensuring smooth operations, SLA/KPI adherence, and high customer satisfaction.
  
• Act as the escalation point for service issues and drive resolution through internal and external teams.
  
• Build strong relationships with business stakeholders, tech leads, and third-party vendors.
  
• Manage service reporting, governance meetings, and compliance documentation.
  
• Drive process improvements and automation to optimize service quality and cost.
  
• Lead and mentor the support teams ensuring alignment with ITIL best practices.
  
• Ensure service readiness during transitions or change rollouts.
  

Must-Have Skills

• 8 to 12 years of experience in IT Service Delivery, with at least 4+ years as a

  Service Delivery Manager

  .
• Strong knowledge of

  ITIL Framework

  , Incident/Problem/Change Management.
• Experience in managing

  SLAs, OLAs, KPIs

  , and client/stakeholder communications.
• Proven track record in handling escalations, service reporting, and performance reviews.
  
• Good exposure to

  tools like ServiceNow, JIRA, Confluence

  .

Good to Have

• ITIL Certification (v3 or v4)
  
• Exposure to

  Cloud/Infra Projects

  or

  Command Center Operations

• Knowledge of Power BI / Reporting tools
  
• Experience in

  vendor management and team leadership

Why Join Us

• Opportunity to lead

  strategic service operations

  for global clients
• Hybrid work flexibility with a high-impact, agile team
  
• Work in a

  culture of ownership, innovation, and transparency

How to Apply?

Please share your updated resume along with the following:

• Total Experience
  
• Relevant Experience in Service Delivery
  
• Current CTC
  
• Expected CTC
  
• Notice Period (Immediate joiners preferred)