Service Delivery Manager

undefined ago • 20 Years +

Job Summary

Job Description

The Service Delivery Manager is responsible for the effective management and organization of operational aspects of IT Services, acting as the single point of contact for the customer. This role ensures services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness. The SDM will manage large teams (80-100 members), oversee IT service management, customer relationships, compliance, and resource allocation. Key responsibilities include incident recovery, problem management, SLA reporting, P&L, and fostering continuous improvement. The role also involves significant team and personal management, focusing on staff development and customer satisfaction.

Must have:

Effective management of IT Services operational aspects.
Coordination of customer-initiated projects.
Single point of contact for the customer.
Ensure services and support processes meet customer needs.
Maintain efficiency, quality, and cost-effectiveness.
Experience managing teams of 80 to 100 members.
Strong knowledge in aligning service strategies with production goals.
Identify and implement process improvements (Six Sigma, Kaizen).
Manage customer relationships and service-related issues.
Ensure compliance with industry regulations and safety standards (OSHA, ISO 9001).
Coordinate with production, maintenance, and supply chain teams.
Manage incident recovery, problem management, and risk management.
Address customer inquiries and ensure timely delivery goals, SLAs, KPIs.
Allocate resources effectively to meet service demands.
Review and present executive summaries/dashboards and SLA reports.
Support client in managing inventory of devices.
Own the KPIs agreed in the contract.
Provide periodical and ad-hoc reports to the customer.
Maintain disaster recovery and business continuity processes.
Build long-term relationships with customers.
Deliver continual improvement in service measures and KPIs.
P&L responsibility.
Automation in service delivery.
Resource management and utilization.
Responsible for billing.
Overall SLA management and customer/employee satisfaction.
Management of onshore & Offshore team members.
Motivation of individuals and building team working.
Employee retention, motivation, and training.
Focus on grooming people from L1 to L2, L2 to L3.
Development of technical and personal skills for team members.
Address suitable career development of staff.
Demonstrate personal commitment to excellence.
Work toward continual improvements within the account.
Maintain awareness of customer’s business and IT’s role.
Deal effectively with outside contacts/vendors.
Avoid unnecessary conflicts and escalate issues.
Adjust to people, culture, policies, and situations.
Participate in monthly reviews and governance meetings.
Coordinate QA and Audit.

Good to have:

Good understanding of technology in Systems
Engineer / MBA desired
MCSE/CCNP or Equivalent technical certification

6 skills required

6 skills required for this role

Add these skills to join the top 1% applicants for this job

team-management

communication

risk-management

talent-acquisition

game-texts

quality-control

Job Details

Description

Position/ Job Title: **Service Delivery Manager

Location: Bengaluru, Karnataka**

Job Description for the Position:

The Service Delivery Manager (SDM) is responsible for the effective management and organization of operational aspects of IT Services. The job holder is responsible for coordinating the various projects as initiated by the customer and will be single point contact for the customer.
A Service Delivery Manager (SDM) is responsible in ensures that services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness.
SDM should have had experience in managing a relatively large size teams of 80 to 100 team members

Experience:

20+ years’ experience, with at least 8 to 10 years in IT Outsourcing and Services.

Ideal candidate would be expected to have a good understanding of technology in Systems.

Should have very strong written and oral communication skills in English

Ability to work independently with little day to day support – self starters

Preferred spoken languages – English

Responsibilities:

IT Services Management:

Strong knowledge in ensuring services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness.
Possess experience in working closely with teams to align service strategies with production goals.
Strong knowledge in identifying and implementing process improvements using methodologies such as Six Sigma, and Kaizen.
Expertized in managing customer relationships, acting as a primary point of contact for service-related issues.
Should have experience in ensuring compliance with industry regulations, safety standards (OSHA, ISO 9001, etc.), and environmental policies.
Should possess knowledge on how to coordinate with production, maintenance, and supply chain teams to ensure smooth service operations.
Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management.
Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings.
Good experience in allocation of resources effectively to meet service demands.
Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings.
Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management.
Review and present executive summaries/dashboard and SLA reporting as required to senior leadership and Customers.
Understand and support client in managing inventory of devices supported and to help them in keeping the inventory updated.
Own the KPIs agreed in the contract.
Make recommendations on strategies in respect of various technologies.
Provide the periodical reports and other ad-hoc reports as per the contract to the customer
Maintaining disaster recovery and business continuity processes for the customer
Build long-term relationship with the customer
Deliver continual improvement in service measures and KPIs
P&L responsibility
Automation in service delivery
Resource management
Utilization
Will be responsible for billing
Value add to customer-YOY by working closely with the in consultation with CoE
Overall SLA management – Operation interaction with technologies Lead / Service Owner
Overall Customer Satisfaction & Employee satisfaction

Team Management:

Management of onshore & Offshore team members of up to 100
Motivation of individuals and building team working
Employee retention, motivation and training
Focus on grooming people from L1 to L2, L2 to L3 within select timelines
Development of technical and personal skills for team members
Address suitable career development of staff

Personal Management:

Demonstrate personal commitment to excellence.
Work toward continual improvements within the account and recommend improvements in the process.
This is a middle - Senior management position and should concentrate on the control & organization of the reporting staff members
Maintain awareness of customer’s business and IT’s role in it
Awareness of other companies’ IT functions, especially in the financial sector
Deal effectively with outside contacts / vendors
Avoid unnecessary conflicts and should know how to escalate issues
Should be able to adjust to people, culture, policies and situations
Should have capacity to effect the actions, behavior and opinions of others by appealing to reason or understanding
Will participate in monthly reviews and governance meetings
Will coordinate QA, and Audit.

Education: