Information Technology Service Delivery Manager

As a Senior Service Delivery Manager at Excis, you will be an integral part of our AMS/LATAM team based in Bengaluru, India. Excis is a renowned global IT support leader driven by innovation and collaboration, providing a dynamic work environment that fosters growth and development. Your primary responsibilities will include overseeing multiple client accounts, ensuring adherence to key performance indicators (KPIs), service level agreements (SLAs), and quality standards. You will lead regular client and business review meetings, including quarterly operational reviews, to maintain strong client relationships. In addition, you will be responsible for managing global internal engineering teams and third-party suppliers. This will involve handling engineer schedules, timesheets, leave requests, and supporting recruitment efforts to ensure a well-coordinated team structure. Your role will also involve driving operational excellence by championing consistent, high-quality service delivery. You will act as the primary liaison between clients, engineers, and Excis teams, fostering a positive, solutions-focused culture within the organization. Financial oversight will be a key aspect of your responsibilities, where you will ensure project profitability through effective forecasting, budgeting, and revenue growth strategies. Providing accurate monthly billing inputs to the finance department will be crucial in maintaining financial transparency and efficiency. Moreover, you will play a leadership role in promoting service excellence within your region and contributing to the long-term strategic delivery goals of the AMS/LATAM team. Additional duties may include supporting executive leadership, managing escalations, leading team meetings and training sessions, mentoring staff, and assisting with regional financial management. To excel in this role, you should have a university degree, diploma, or equivalent experience in a similar capacity. A minimum of 5-10 years of experience in IT project management and service delivery across medium to large projects is required. Possessing ITIL and project management certifications would be highly desirable, along with a proven ability to manage global projects in an agile environment with a strong focus on delivery. Proficiency in MS Word, Excel, PowerPoint, and MS Project, coupled with excellent time management skills, will be instrumental in your success as a Senior Service Delivery Manager at Excis. Join us at Excis, where your work matters and your technical expertise directly impacts user satisfaction and operational success. You will be part of a supportive environment that encourages professional growth, continuous learning, and collaboration across diverse technologies. Enjoy competitive compensation and the opportunity to contribute to a global IT leader that values innovation and excellence. If you are ready to make a difference and grow your career, apply now to join Excis in India!,