Service Delivery Manager

We are seeking an experienced and client-focused Service Delivery Manager with 8-12 years of experience in IT service management, operations, and stakeholder engagement. The Service Delivery Manager will be responsible for ensuring seamless delivery of IT services, managing SLAs, and driving service excellence across multiple client accounts. This role requires strong leadership, operational rigor, and a deep understanding of ITIL processes.

Key Responsibilities :

Service Delivery & Operations :

- Own end-to-end delivery of IT services for assigned accounts/projects.

- Monitor, manage, and improve SLA/KPI adherence across services.

- Lead incident, problem, and change management processes to minimize disruptions.

- Establish service reviews, governance meetings, and regular reporting.

Client & Stakeholder Management :

- Act as a single point of contact for clients on service delivery matters.

- Build strong client relationships and ensure high customer satisfaction (CSAT/NPS)

- Manage escalations effectively and ensure timely resolution

- Partner with account teams to identify new opportunities and value-add services

Team & People Management :

- Lead and mentor a team of service delivery/operations professionals.

- Manage workforce planning, resource allocation, and upskilling.

- Foster a culture of accountability, collaboration, and continuous improvement.

Governance & Compliance :

- Implement ITIL-based service management processes and standards.

- Ensure compliance with security, risk, and regulatory requirements.

- Drive audits, ISO/ITSM certifications, and process maturity initiatives.

Continuous Improvement :

- Analyze service performance trends and recommend improvements.

- Drive automation, tooling, and efficiency initiatives in service delivery.

- Lead root cause analysis and implement corrective actions for recurring issues.

Qualifications :

- Education : Bachelors degree in Computer Science, IT, or related discipline (MBA preferred).

- Experience : 8- 12 years in IT service delivery/operations, with client-facing experience.

- Proven track record in managing service delivery across global clients/projects.

- Strong knowledge of ITIL frameworks (Incident, Problem, Change, Service Level Management).

- Proficiency with ITSM tools (ServiceNow, Remedy, JIRA, etc.).

- Excellent stakeholder management, communication, and negotiation skills.

- Ability to lead cross-functional teams in a fast-paced environment.

Preferred Certifications :

- ITIL v3/v4 Foundation (Intermediate or Expert preferred).

- PMP/PRINCE2 (nice to have).

- ISO/COBIT certifications (advantageous).