Service Delivery Manager (SDM)

About Us

Hectae Analytics and Software Solutions is a digital transformation and consulting firm specializing in enterprise ITSM implementations, platform integrations, and service management optimization. We partner with clients across industries to deliver tailored, scalable, and outcome-driven solutions that enhance operational efficiency and digital service delivery. 

Position Overview

Service Delivery Manager (SDM)

5+ years of experience in ITSM delivery

Key Responsibilities

• Design, implement, and manage the 

  end-to-end service delivery framework

  . 
• Establish and standardize 

  processes, SLAs, and best practices

   for smooth service operations. 
• Monitor and drive service quality, ensuring 

  customer satisfaction and compliance

  . 
• Act as the primary point of contact for clients on service delivery matters. 
• Collaborate with internal teams (engineering, support, business analysts, and operations) to ensure seamless service execution. 
• Proactively identify risks, issues, and gaps in delivery, and implement corrective measures. 
• Generate regular reports on delivery performance, efficiency, and improvement areas. 
• Mentor and guide junior team members in delivery practices and standards. 

Required Skills & Qualifications

• 5+ years of experience

   in service delivery, implementation, or related roles. 
• Strong understanding of 

  IT service management (ITSM) principles

   and delivery frameworks. 
• Hands-on experience in 

  setting up systems and processes

   from scratch. 
• Prior experience with 

  Freshservice or similar ITSM tools

   (e.g., ServiceNow, Jira Service Management, Zendesk) is highly desirable. 
• Excellent 

  stakeholder management

   and client-facing skills. 
• Strong problem-solving, analytical, and organizational abilities. 
• Effective communication skills with the ability to articulate technical concepts clearly. 
• Certification in ITIL or related frameworks (preferred but not mandatory). 

Why Join Us

• Build and own the 

  service delivery function from the ground up

  . 
• Lead impactful delivery programs and directly influence client success. 
• Collaborate with a technically advanced, client-focused, and innovation-driven team. 
• Enjoy competitive compensation and growth opportunities in a fast-scaling environment.