Manager - Service Delivery

About the Role:

We are seeking a Service Delivery Manager with 5-8 years of experience to manage and oversee service delivery operations, ensuring high service quality, adherence to SLAs, and client satisfaction.

This role requires strong operational expertise, stakeholder management, and leadership skills to drive excellence across delivery functions.

Key Responsibilities:

- Service Delivery Management: Oversee end-to-end service delivery, ensuring services meet agreed SLA and KPI targets.

- Stakeholder Coordination: Act as the primary point of contact between clients, internal teams, and leadership for service-related matters.

- Team Leadership: Lead and mentor a team of delivery professionals, ensuring smooth daily operations and issue resolution.

- Incident & Escalation Handling: Proactively manage incidents, coordinate resolution, and handle escalations with minimal business impact.

- Performance Monitoring: Track service performance metrics, prepare regular reports, and implement corrective measures where needed.

- Process Excellence: Adopt and implement ITIL-based best practices to standardize and optimize service delivery processes.

- Change & Transition Support: Assist in onboarding new services, managing transitions, and ensuring change management processes are followed.

- Continuous Improvement: Identify opportunities to improve efficiency, enhance service quality, and optimize resource utilization.

- Compliance & Governance: Ensure adherence to organizational policies, security standards, and regulatory requirements within service operations.

Key Requirements:

- 5-8 years of total experience, with at least 2-3 years in a service delivery / operations management role.

- Proven experience managing service delivery teams in IT services, shared services, or managed services environments.

- Strong understanding of ITIL frameworks and familiarity with service management tools (e.g, ServiceNow, Remedy, Jira).

- Excellent communication and stakeholder management skills with the ability to work cross-functionally.

- Strong problem-solving and analytical skills; ability to manage multiple priorities effectively.

- Experience in 24x7 support environments or working with global teams is a plus.

- Relevant certifications such as ITIL Foundation / Practitioner, PMP, or equivalent are preferred.

Why Join Us:

- Opportunity to lead end-to-end service delivery for critical business functions.

- Exposure to global stakeholders and large-scale operations.

- Chance to drive process excellence and improvement initiatives.

- Competitive compensation and structured career growth path