Service Delivery Manager

Job Summary

The Service Delivery Manager (SDM) is responsible for managing end-to-end service delivery operations for key clients, ensuring high service quality, SLA adherence, and customer satisfaction. The SDM will act as the single point of contact for client communication, manage a technical support team, and continuously drive process and performance improvements.

Key Responsibilities

- Act as the Single Point of Contact (SPOC) for all client communication related to service delivery.

- Manage a large technical team including shift planning, leave approvals, performance tracking, and day-to-day operations.

- Identify and manage low performers through Performance Improvement Plans (PIPs) or replacements as necessary.

- Participate in recruitment, onboarding, and training of new team members; ensure continuous skill enhancement and career growth.

- Ensure adequate manpower availability across all shifts and locations to meet SLA requirements.

- Conduct internal team meetings to review issues, performance, and improvement plans.

- Handle client escalations and user complaints efficiently, ensuring timely resolution and prevention of recurrence.

- Perform ticket analysis and trend reviews to identify training gaps and process improvement opportunities.

- Initiate and manage Customer Satisfaction (CSAT) surveys; analyze feedback and implement corrective actions.

- Conduct weekly and monthly service review meetings with Client IT teams to discuss performance, risks, and improvement opportunities.

- Prepare and share reports covering SLA adherence, individual and team performance, escalations, and service improvement plans.

- Ensure Standard Operating Procedures (SOPs) are maintained, updated, and followed by all team members.

- Drive process optimization initiatives in coordination with Client IT and internal stakeholders.

- Conduct end-user awareness programs to improve IT process compliance and self-service adoption.

- Organize regular technical, process, and soft-skill training sessions for engineers.

- Collaborate with cross-functional teams (Network, Infrastructure, Security, Applications) to ensure seamless service delivery.

- Ensure compliance with ITIL best practices and company policies.

Qualifications & Experience

- Bachelor's degree in Computer Science, Electronics, or a related discipline (B.Tech / BCA / MCA).

- Minimum 5 years of experience in a Service Delivery Manager role within IT Infrastructure or Managed Services.

- 10+ years of total experience in IT Service Delivery or Operations Management.

- Strong understanding of ITIL framework and experience with ITSM tools (ServiceNow, Remedy, etc.).

- Proven ability to lead medium-to-large technical teams and ensure operational excellence.

- Experience managing client engagements in SLA-driven environments.

- Excellent written and verbal communication skills with experience in client interaction and executive reporting.

- Strong analytical, problem-solving, and decision-making abilities.

- Ability to handle pressure and manage critical incidents with composure.

Preferred Skills

- ITIL Foundation or higher certification.

- Experience in automation and process improvement initiatives.

- Exposure to IT infrastructure management ( Servers, Networks and Backup & Storage)

- Experience in managing remote or multi-location teams.

- Strong stakeholder management and negotiation skills.

- Proficiency in MS Excel, PowerPoint, and reporting