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Manager | Service Delivery | Technology Strategy & Transformation

Manager | Service Delivery | Technology Strategy & Transformation

Deloitte Consulting

5 - 10 years

7 - 12 Lacs

bengaluru

Posted:18 hours ago| Platform:

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Skills Required

change management automation customer satisfaction service desk vendor management stakeholder management continuous improvement slas it service delivery

Work Mode

Work from Office

Job Type

Full Time

Job Description

Location: Bengaluru Eco space

Designation: Manager

Role Summary

The Service Delivery Manager (SDM) is responsible for ensuring consistent, high-quality IT service delivery to clients/end-users. This role oversees service desk operations, incident/problem/change management, SLAs, and end-to-end service performance. The SDM acts as the primary liaison between IT, business stakeholders, and vendors to ensure services align with business objectives.

Key Responsibilities

Service Delivery Operations
Own overall IT service delivery, ensuring SLA and KPI adherence.
Oversee L1, L1.5, L2, and vendor teams to maintain service continuity.
Drive incident, problem, and change management processes.
Proactively monitor and improve service performance, availability, and reliability.
Governance Stakeholder Management
Act as the single point of contact for business stakeholders.
Conduct regular service review meetings with clients and vendors.
Publish service performance dashboards and reports.
Manage escalations and ensure timely resolution of critical issues.
Continuous Improvement Transformation
Identify opportunities for process standardization and automation.
Lead service transition and transformation initiatives.
Drive CSAT (Customer Satisfaction) improvements.
Ensure compliance with ITIL best practices and governance frameworks.
Team Vendor Management
Provide leadership to service desk leads, engineers, and coordinators.
Manage vendor performance and contracts in alignment with SLAs.
Enable training, mentoring, and knowledge sharing across teams.

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Manager | Service Delivery | Technology Strategy & Transformation