Managed Services – Service Delivery Manager

Sr. Service Delivery Manager (Managed Services)

Location: India

Work Hours: India time with overlap to U.S clients

Start Date: ASAP

Interviews: Immediate

Employment type: FTE

Must clear a thorough background check

Work Model

• Location: India (Remote or Hybrid, depending on city)
• Must be available to support US time zone overlap (typically 6 PM – Midnight IST for client calls)
• Required to travel for client visits or internal workshops, occasionally

About the Role

Service Delivery Manager

Key Responsibilities

Client & Stakeholder Management

• Serve as the main point of contact for client executives and business owners.
• Conduct regular governance calls, QBRs, and health check reviews with clients.
• Build long-term relationships that support upselling, renewals, and referrals.
• Communicate proactively about risks, delays, escalations, or resourcing needs.

Service Delivery Oversight

• Own SLA performance across all managed service accounts and platforms.
• Ensure incidents, service requests, enhancements, and change requests are handled within committed timelines.
• Track ticket lifecycle: intake, assignment, resolution, RCA, and closure.
• Maintain delivery playbooks, escalation matrix, and support workflows.

Team & Operations Management

• Lead cross-functional support teams across NetSuite, ServiceNow, Salesforce, Oracle ERP, and IT Helpdesk.
• Assign work based on skill, workload, and SLA priority.
• Mentor, coach, and performance-manage the support team.
• Coordinate with US-based Client Partners, Delivery Leads, and Sales.

Reporting & Compliance

• Maintain dashboards for SLA adherence, backlog aging, ticket volume trends, and customer satisfaction.
• Prepare weekly/monthly status reports for internal and external consumption.
• Conduct RCA for high-impact issues and ensure preventive actions.
• Track contractual scope vs out-of-scope work and support invoicing inputs.

Process & Continuous Improvement

• Standardize support delivery across multiple platforms and clients.
• Drive automation, knowledge base creation, and ticket deflection strategies.
• Identify cross-sell or efficiency opportunities (e.g., CoE shared resources).
• Ensure alignment with ITIL best practices.

Required Skills & Experience

Must-Have

• 7+ years of experience in Managed Services delivery, with at least 3 years in a Service Delivery Manager role.
• Hands-on experience managing support teams for

  at least two

  of the following platforms: ServiceNow, Salesforce, NetSuite, Oracle ERP, IT Helpdesk.
• Strong understanding of ITIL concepts: Incident, Problem, Change, Release, Knowledge, SLA mgmt.
• Experience managing global teams and supporting US-based enterprise clients.
• Excellent verbal and written communication skills (client-facing level).
• Ability to manage escalations and resolve conflicts with professionalism.

Good-to-Have

• Experience working in a consulting or MSP environment.
• Background in SaaS product support, cloud platforms, or enterprise systems.
• PMP, ITIL, or ServiceNow/NetSuite/Salesforce certifications.

Key Behavioral Traits

• Ownership mindset and bias for action
• Strong customer empathy and situational awareness
• Ability to work under pressure with shifting priorities
• Leadership skills with a coaching mentality
• Highly organized, data-driven, process-oriented