Service Delivery Manager – Cloud

CGI

10 - 15 years

10 - 15 Lacs

bengaluru

Posted:22 hours ago| Platform:

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Skills Required

service delivery six sigma erp supply chain stakeholder communication enterprise architecture sla process improvement retail cloud pmp customer satisfaction prince2 stakeholder management compliance ecommerce agile architecture crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position Description:

Service Delivery Manager Retail Domain Role Overview The Service Delivery Manager (SDM) L3 in the retail domain is responsible for ensuring the effective delivery of IT services across retail operations
This includes store systems, POS, ERP, CRM, ecommerce, supply chain, and omnichannel platforms
The SDM acts as the bridge between business stakeholders and IT teams, ensuring service quality, compliance, and continuous improvement
The role requires deep expertise in retail IT ecosystems, strong leadership, and the ability to resolve complex service delivery challenges independently

Key Responsibilities

- Provide L3 leadership for service delivery across retail IT systems and applications
- Ensure endtoend service performance for POS, ERP, CRM, supply chain, and ecommerce platforms
- Govern SLAs, KPIs, and OLAs, ensuring contractual and operational compliance
- Lead major incident management, coordinating resolution and stakeholder communication
- Drive problem management and root cause analysis to prevent recurring issues
- Oversee change and release management to minimize business disruption
- Collaborate with enterprise architects, transition managers, and business stakeholders to align IT services with retail strategy
- Manage vendor relationships, contracts, and escalations for service delivery
- Conduct service reviews, reporting, and audits to ensure continuous improvement
- Mentor and guide service delivery teams, ensuring process maturity and customer satisfaction

Required Skills & Experience

- 10-15 years of experience in IT service delivery / service management with strong L3 expertise
- Handson experience in retail IT systems (POS, ERP, CRM, supply chain, ecommerce)
- Strong knowledge of ITIL v3/v4 frameworks and service management processes
- Expertise in major incident handling, SLA governance, and vendor management
- Experience with ITSM platforms (ServiceNow, Remedy, Cherwell)
- Familiarity with cloud services and digital transformation in retail
- Strong stakeholder management and communication skills
- Ability to lead critical service delivery initiatives and mentor junior managers

Preferred Qualifications - Certifications

ITIL Expert / Managing Professional, PMP/PRINCE2, Agile/SAFe certifications
- Experience with largescale retail transformations and global rollouts
- Exposure to enterprise architecture frameworks (TOGAF, Zachman)
- Knowledge of Lean/Six Sigma for process improvement

Skills:

Delivery Management
Incident Management
Retail

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