Information Technology Service Delivery Manager

Experience Required:

5–10 years in IT service delivery, with proven experience in contract lifecycle management, ITIL practices, vendor governance, compliance, and strategic client communications. Should have experience in mentoring/coaching junior team members.

Location: Gurugram (5 working days)

Experience: 5–10 Years

Reporting to: Director – Service Operations

About the Role:

We’re seeking a seasoned Service Delivery Manager who can take ownership of large-scale IT managed service projects, oversee end-to-end contract and SLA/OLA compliance, and guide junior team members in operational excellence. You will play a pivotal role in optimizing delivery, building strong governance frameworks, and ensuring commercial and contractual obligations are met.

Key Responsibilities:

• Lead and optimize IT Service Delivery functions across multiple clients and teams.
• Review and manage contracts, MSAs, NDAs, SoWs, SLAs, and OLAs with clients and vendors.
• Ensure service governance through structured reporting, reviews, and escalations.
• Mentor and support junior team members in managed services, SLA handling, and client coordination.
• Collaborate with cross-functional teams (legal, sales, finance, tech) for smooth execution.
• Drive continuous improvement in service delivery, client satisfaction, and risk management.
• Handle complex escalations, audits, renewals, and vendor performance metrics.
• Participate in pre-sales, pricing, and proposal reviews for new and renewal contracts.

Must-Have Skills:

• Strong grasp of contract negotiation, compliance, and lifecycle management
• Deep understanding of ITIL frameworks (preferably ITIL v4 certified)
• Experience in client handling, SLA/OLA enforcement, and escalation management
• Strong leadership, documentation, and reporting skills
• Excellent communication