Service Delivery Manager

Job Title:

Service Delivery Manager – ITSM/ESM Tools (ServiceNow & Others)

Location:

Hyderabad, India

Job Summary:

Service Delivery Manager

Key Responsibilities:

• Service Management & Delivery

• Own the delivery, administration, and operational excellence of ServiceNow and other ITSM/ESM platforms (e.g., Jira Service Management, BMC Remedy, Ivanti, Freshservice, etc.).
• Manage and monitor day-to-day platform performance, availability, and compliance with SLAs and KPIs.
• Ensure effective incident, problem, change, and request management across all tools.

• Implementation & Enhancement

• Lead new implementations, platform upgrades, module rollouts, and integrations between ITSM/ESM systems.
• Oversee requirements gathering, solution design, configuration, and deployment activities.

• Stakeholder Engagement

• Serve as the primary liaison between business teams, technical teams, and vendors for all tool-related initiatives.
• Conduct regular service reviews, operational reporting, and performance reviews with stakeholders.

• Continuous Improvement & Governance

• Drive process improvements, automation opportunities, and tool optimization to enhance user experience and service efficiency.
• Define and enforce governance standards, policies, and best practices across platforms.

• Project Management

• Develop project plans, track milestones, and manage risks for multiple parallel initiatives.
• Coordinate testing, training, and deployment activities with relevant teams.

• Team & Vendor Management

• Guide and mentor support and operations teams working on the various ITSM/ESM tools.
• Manage third-party vendors, contracts, and performance agreements to ensure service quality.

Required Skills and Experience:

• Experience:

• Minimum 8–10 years in IT service management, operations, or delivery roles.
• 3–5 years of experience managing ServiceNow plus exposure to at least one or more other ITSM/ESM tools (e.g., Jira Service Management, BMC Remedy, Ivanti, Freshservice).
• Proven track record managing implementations and operations across complex enterprise environments.

• Technical Skills:

• Strong understanding of ITSM/ESM tools, including configuration, administration, and integrations.
• Familiarity with ITIL processes and service management best practices.
• Ability to work across multi-tool environments and drive harmonized processes.

• Soft Skills:

• Excellent communication, negotiation, and stakeholder management capabilities.
• Strong problem-solving and analytical thinking.
• High degree of ownership and accountability.

Education and Certifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• ITIL Foundation certification (preferred).
• ServiceNow and/or other ITSM tool certifications are a plus.

Work Location:

• Hyderabad, India
• Onsite work model (as per customer policy)

Employment Type:

• Full-time, Permanent