Senior Service Delivery Manager

Job Title:

Location:

Timings :6.30PM IST to 3.30AM IST

Experience Required:

About the Role

Service Delivery Manager

Key Responsibilities

Service Delivery Management

• Ensure consistent, high-quality delivery of services in accordance with SLAs and KPIs.
• Serve as the primary offshore point of contact for service escalations, performance reviews, and continuous improvement.
• Coordinate with onshore and offshore stakeholders to align on priorities, risks, and resolutions.
• Lead incident and problem management processes, including RCA and long-term resolution strategies.

People Management

• Manage and mentor offshore delivery teams, including team leads and individual contributors.
• Oversee resource allocation, workload balancing, performance management, and training plans.
• Build a culture of accountability, service excellence, and continuous learning within the team.

Portfolio Management

• Oversee a portfolio of service engagements or client accounts supported from offshore.
• Track portfolio-level metrics including profitability, resource utilization, and delivery performance.
• Drive customer satisfaction, renewal rates, and identify opportunities for upselling or service expansion.
• Collaborate with business development and account management teams to support growth initiatives.

Required Skills and Qualifications

• Bachelor’s degree in IT, Engineering, Business, or related field; PMP and/or ITIL certification preferred.

15+ years of experience in IT service delivery or operations, with at least 5 years managing teams.

• Demonstrated experience managing delivery across multiple accounts, projects, or service lines.
• Excellent leadership, stakeholder management, and communication skills.
• Strong understanding of ITIL processes and service management tools (e.g., ServiceNow, Jira).
• Financial acumen to manage service budgets, forecasts, and profitability analysis.

Preferred Skills

• Exposure to cloud environments (AWS, Azure), enterprise applications (e.g., SAP, ServiceNow), or ITSM platforms.
• Experience working in Agile, DevOps, or hybrid delivery models.
• Prior experience with contract governance, change control, and managed services delivery.