Service Delivery Manager

Hi,

We are hiring for a Manager role in the Service delivery team.

Experience - 10+years

Location - Bangalore

Please apply here : https://forms.gle/SWXhPMB4LYVHBkRK8

About the Role

Manager - Service Delivery

Manager - Internal Customer Success & VIP IT Support

Mandatory Skills

IT Service Delivery, Customer Success Manager, Hardware Support

Desirable Skills

Service Delivery Management, Endpoint Management, IT Hardware

About the team

As a leader in Indian e-commerce, Flipkart offers a dynamic, fast-paced, and challenging environment where your work has a direct impact on the productivity of the entire organization. You will be instrumental in shaping the future of IT Service Delivery for one of the most innovative companies in the region.

Interview Competencies

Functional Knowledge, Operational Excellence, Technical Depth & Domain Knowledge, Overall Fitment, People Management, Problem Solving, Stakeholder Management, Phone Screening, Exploratory Discussion, HM Round, HR Round

Work Location

Bangalore

You are Responsible for

Key Responsibilities

1. Internal Customer Success & Relationship Management:

• Act as the primary IT liaison and trusted advisor for all senior leadership and VIPs, ensuring their technology needs are anticipated, met, and exceeded.
• Establish and maintain high-touch engagement models, including regular IT service reviews with key internal stakeholders to gather feedback and align on service improvement roadmaps.
• Drive a shift from reactive issue resolution to proactive IT service management, using data and feedback to inform preventative measures and continuous improvement.

• 2. VIP & Executive Support Operations:

• Own the end-to-end IT support experience for VIP users, including immediate escalation management, root cause analysis (RCA), and transparent communication for critical incidents.
• Lead and mentor a specialized support function/team focused on providing premium, on-demand support that requires minimal disruption to the executive workflow.

• 3. Endpoint Technology Expertise and Management:

• Maintain deep subject matter expertise in managing and supporting a diverse, enterprise-level ecosystem of endpoints:

  Windows, macOS, Android, and iOS.

• Oversee the deployment, management, security, and lifecycle of executive hardware and software, ensuring a high-performance, secure, and standardized environment.
• Evaluate and champion the adoption of new end-user computing technologies and tools to enhance productivity and the overall employee experience.

• 4. Service Delivery Excellence & Metrics:

• Define, track, and report on key performance indicators (KPIs) and service level agreements (SLAs) specific to the VIP and Internal Customer Success programs (e.g., VIP Satisfaction Score, Mean Time to Resolution for Critical Incidents).
• Implement and enforce ITIL-based best practices for Incident, Problem, and Request fulfillment tailored for the internal customer base.
• Manage vendor relationships for executive-level support tools and services.
• Manage and coordinate cross-functional IT teams (Network, Infrastructure, Security) to ensure seamless and priority resolution for VIP issues.

To succeed in this role – you should have the following

• Bachelor's degree in Information Technology, Computer Science, or a related field. ITIL certification is highly desirable.
• 10+ years of experience in IT Service Delivery, IT Support Management, or Technical Account Management, with a minimum of 3 years focused on executive or VIP support.
• Proven technical depth in managing and supporting a hybrid environment including Windows, Mac, Android, and iOS platforms. Experience with MDM (Mobile Device Management) and Endpoint Security solutions is a must.
• Exceptional leadership, people management, and mentoring skills, with the ability to inspire a customer-centric and high-performance team.
• Outstanding written and verbal communication skills, including the ability to communicate complex technical concepts to a non-technical executive audience.
• Demonstrated ability to manage high-pressure situations, exercise sound judgment, and maintain confidentiality.
• Strong analytical skills with experience using ITSM tools (e.g., ServiceNow, Jira Service Desk) for reporting and continuous service improvement.