Service Delivery Manager Band: L4.1 Experience: 10+ Years Relevant Experience: 5+ Years Job Location: Noida Reports To: Director Managed Services Job Type: Full Time Education: Engineering or MCA or MBA or equivalent Certification: Good to have ITIL, Azure, PMP, Lean and Six Sigma Certifications Job Summary: The Service Delivery Manager (SDM) is responsible for managing and overseeing the end-to-end service delivery of services to clients. The SDM ensures that services are delivered on time, within budget, and to the agreed-upon service levels. The role involves working closely with clients, internal teams, and stakeholders to ensure high-quality service delivery and continuous improvement. Skills Required: Hands-on experience with good knowledge on Azure Cloud. Done Service Delivery of Global Customers for their Azure or other Cloud Infrastructures. Good Understanding of SCRUM and Agile methodology Understanding of CSP Experience or Knowledge in maintaining Vendor relationships Knowledge on Service management tools and platforms (e.g., Jira, ServiceNow, ITIL, etc.). Very good knowledge on Process, especially Incident, SR, Problem, Change Leading the Team to achieve Organization Objectives Analysing the latest industry trends such as cloud computing and distributed processing and beginning to infer risks and benefits of their use in business. Good communication skills Good planning skills Key Responsibilities: 1. Service Delivery Management: Oversee the end-to-end service delivery for clients, ensuring services meet quality standards, timelines, and customer expectations. Manage service delivery operations to ensure that services are delivered according to Service Level Agreements (SLAs). Address service delivery issues or escalations in a timely and effective manner. Develop and implement processes, procedures, and policies to ensure efficient service delivery. 2. Client Relationship Management: Act as the primary point of contact for clients regarding service-related issues, concerns, and inquiries. Build and maintain strong relationships with clients to ensure satisfaction and retention. Regularly communicate with clients to review service performance, address concerns, and gather feedback. Work with clients to identify areas for service improvement and ensure those are addressed effectively. 3. Team Collaboration and Management: Lead and collaborate with cross-functional teams (e.g., support, operations, technical teams) to ensure smooth service delivery. Ensure that teams are aligned with client needs and service requirements. Coordinate the activities of internal teams to ensure timely and effective execution of services. Manage resource allocation and prioritization of tasks to meet delivery timelines. 4. Performance and Reporting: Monitor and track key performance indicators (KPIs) and SLAs to ensure that service levels are met and maintained. Prepare and present performance reports to clients and senior management, highlighting successes, challenges, and opportunities for improvement. Identify and implement continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction. 5. Escalation Management: Act as the escalation point for any service-related issues or challenges that arise. Work with internal teams to resolve problems and minimize the impact on the client’s business. Ensure timely communication with clients during escalation processes and provide regular updates. 6. Budget and Financial Management: Ensure that service delivery activities are completed within budgetary constraints. Track and manage the financial aspects of service delivery, including resource allocation, vendor management, and contract renewals. 7. Risk Management: Proactively identify potential risks to service delivery and take preventive measures. Collaborate with stakeholders to develop risk mitigation strategies. 8. Service Improvement: Lead initiatives for service improvement based on customer feedback, performance data, and market trends. Monitor the effectiveness of service delivery improvements and adjust as necessary.