Director– Service Delivery ManagementJob Title: Director – Service Delivery ManagementLocation: Mumbai, India (Mainly office based)Department/Group: TechnologyBusiness Unit: Technology ServicesReporting To: Sanjeet Bhabra
Job Overview
We are seeking an accomplished and experienced Director– Service Delivery Management to lead our technology delivery for a marquee client. This is a senior-level, Mumbai-based leadership role responsible for managing complex service delivery operations, ensuring high-quality technology services, and leading a large team to consistently meet and exceed client expectations.The ideal candidate will have at least 8+ years of experience managing large clients, operations, and technical teams in a fast-paced, service-oriented environment. You will act as the single point of contact (SPOC) for all technology-related service matters, owning both strategic and operational responsibilities.
Key Responsibilities
Client & Stakeholder Management
- Act as the primary point of contact for a large global client on all aspects of technology and service delivery.
- Build and maintain strategic client relationships, ensuring continuous engagement and satisfaction.
- Manage client expectations through clear communication, regular reviews, and proactive issue resolution.
Service Delivery Leadership
- Lead a large, cross-functional team to deliver consistent, high-performance IT services across multiple business units.
- Oversee incident, change, and problem management, ensuring adherence to ITIL/ISO20000 standards.
- Ensure SLA compliance and service quality across all client-facing operations.
Operational Excellence
- Drive timely and accurate reporting on SLA metrics, service availability, and uptime.
- Sponsor and lead daily/weekly/monthly service review meetings with internal teams and clients.
- Identify opportunities for continuous improvement and build service improvement plans.
Strategic & Tactical Oversight
- Develop and implement capacity plans, risk mitigation strategies, and IT continuity plans.
- Manage customer voice of the client (VOC) programs for feedback and continuous enhancement.
- Collaborate with internal leadership on account growth and operational transformation.
Team & Vendor Management
- Mentor and lead a large team of managers and support professionals across multiple locations.
- Manage relationships with external vendors and third-party service providers to ensure alignment with delivery goals.
- Foster a culture of accountability, high performance, and innovation.
Key Performance Indicators (KPIs)
- High client satisfaction and retention
- SLA and uptime performance
- Quality and timeliness of reporting
- Team engagement and performance
- Service improvement execution
- Change control and risk mitigation effectiveness
Education
Qualification & Experience
- Graduate in IT/Computers –B.Sc., M.Sc. or MBA
- ITIL Foundation Certification (preferred)
Work Experience
- 10+ years total experience
- Minimum 8 years in leadership roles managing large clients, service delivery functions, and cross-functional teams in a technology environment
Personal Attributes
- Strategic thinker with strong execution skills
- Consultative, collaborative, and client-focused
- Results-oriented, decisive, and resilient
- Excellent interpersonal, written, and verbal communication skills
- Ability to work in a 24x7x365 operational model
Competencies
- Business foresight and strategic planning
- Influencing and stakeholder management
- Customer-centric service design
- Managing large-scale transformation
- Driving operational excellence
- Leading and developing large teams
- Cross-functional collaboration
Note: This description outlines general responsibilities and expectations and may be modified to meet evolving business needs.
