Delivery Manager – IT Services & Security

9 - 12 Years
1 Opening
Trivandrum

We are seeking an experienced Delivery Manager to lead end-to-end service delivery for Managed Services engagements. The role requires a strong balance of technical expertise, delivery governance, and client relationship management to ensure contractual commitments, SLAs, and service quality are consistently achieved.

Key Responsibilities

• Oversee day-to-day delivery operations across assigned service towers, ensuring compliance with SLAs and KPIs.

• Serve as the primary escalation point for service delivery issues, driving timely resolution and continuous improvement.

• Collaborate with technical leads, solution architects, and support teams to maintain high-quality service delivery.

• Conduct governance meetings with stakeholders, including weekly service reviews, monthly performance reviews, and quarterly steering committees.

• Monitor and analyze delivery performance metrics; implement corrective measures where necessary.

• Manage resource allocation, workload distribution, and capacity planning to ensure efficiency.

• Maintain comprehensive documentation of operational procedures, escalations, and governance reports.

• Drive service improvement initiatives in collaboration with both customer and internal teams.

Required Skills & Competencies

• Proven delivery management experience in IT Managed Services or Infrastructure Outsourcing.

• Solid technical knowledge in areas such as data center, network, cloud, and end-user computing.

• Strong client relationship management and stakeholder communication skills.

• Expertise in handling escalations with a diplomatic and solution-oriented approach.

• Strong analytical and problem-solving abilities.

• Proficiency in ITSM tools and a good understanding of ITIL processes.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline (or equivalent experience).

• ITIL Foundation certification (preferred).

• PMP / PRINCE2 certification (advantageous).

Experience

• 12–15 years of overall experience in IT Service Delivery.

• Minimum 7 years in a delivery management role, with proven experience in both operational management and governance-level service delivery.

Delivery Management,It Service Delivery,Information Security,Project Management