Service Delivery Manager

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Key Responsibilities

• Act as the Single Point of Contact (SPOC) for all client communication related to service delivery.
• Ensure SLAs and contractual commitments are consistently met; proactively highlight issues and risks to Client.
• Manage a large technical team including shift planning, leave approvals, performance tracking, and day-to-day operations.
• Identify and manage low performers through Performance Improvement Plans (PIPs) or replacements as necessary.
• Participate in recruitment, onboarding, and training of new team members; ensure continuous skill enhancement and career growth.
• Ensure adequate manpower availability across all shifts and locations to meet SLA requirements.
• Conduct internal team meetings to review issues, performance, and improvement plans.

Qualifications & Experience

• Bachelor’s degree in Computer Science, Electronics, or a related discipline (B.Tech / BCA / MCA).

• Minimum 5 years of experience in a Service Delivery Manager role within IT Infrastructure or

  Managed Services.
• Strong understanding of ITIL framework and experience with ITSM tools (ServiceNow, Remedy, etc.).
• Proven ability to lead medium-to-large technical teams and ensure operational excellence.
• Experience managing client engagements in SLA-driven environments.
• Excellent written and verbal communication skills with experience in client interaction and executive reporting.
• Strong analytical, problem-solving, and decision-making abilities.