Service Delivery Manager

Service Delivery Manager.

Location: Doddanakundi Industrial Area 2, Phase 1, Brookefield, Bangalore North, Bangalore.

Team Size: 1 Senior.

Shift: Belgian business hours (approx.

9 AM-6 PM CET / 1:30 PM-10:30 PM IST).

Role Overview:

Oversee operational processes, ensure SLA compliance, manage escalations, lead governance meetings, and drive continual service improvement for global customers.

Key Responsibilities:

- Manage operational processes: Incident, Change, Release, Problem, CMDB, Certificates.

- Support onboarding of new services with customer and account managers.

- Document all processes, risks, and meetings.

- Lead monthly Service Review Meetings and operational governance meetings.

- Manage subcontractors to ensure service performance.

Skills & Qualifications:

- 8+ years as Service Delivery Manager in ICT for international customers.

- Basic knowledge of SDWAN, WLAN, routing, switching, firewalls.

- ITIL knowledge, hybrid team management experience.

- Customer-focused, assertive, analytical, stress-resistant.

- Excellent English communication (management & technical level).