Service Delivery Manager

Company Description

Team Computers is a trusted solutions partner that bridges business needs with IT solutions. Recognized as a Great Place To Work, we offer high-quality, affordable IT solutions with an attitude of Sewa. With a turnover of 4000+ Cr and 25+ offices across India, we have served 2500+ customers over 38 years.

Location:

Experience Required:

About the Role

Service Delivery Manager (SDM)

This role demands a customer-focused leader with strong stakeholder management skills, proactive execution, and excellent communication.

Key Responsibilities

• End-to-End Service Delivery:

  Ensure delivery of IT services across EUC, Data Center, Cloud, and Network infrastructure in line with SLAs.

• Google Workspace Management:

  Oversee deployment, administration, security, and user adoption of Google Workspace within enterprise setups.

• ServiceNow ITSM Ownership:

  Drive Incident, Problem, Change, Request, and Asset management processes using ServiceNow.

• Customer & Stakeholder Engagement:

  Act as the primary interface with senior client stakeholders, including CIOs and IT leadership, managing escalations and governance reviews.

• Team Management:

  Lead large delivery teams, ensuring performance, motivation, and service excellence.

• Process Excellence:

  Implement ITIL-driven governance, compliance, and service improvement initiatives.

• Reporting & Metrics:

  Track and present delivery performance, SLA adherence, and customer satisfaction metrics.

• Innovation & Automation:

  Drive adoption of new tools, automation, and digital workplace enhancements.

Key Skills & Competencies

• Strong expertise in

  Infrastructure Managed Services (EUC, Data Center, Network, Cloud)

  .

• Hands-on experience in Google Workspace administration & management.

• Proven ServiceNow ITSM expertise

  (incident, change, problem, request workflows).
• Ability to manage

  large teams (100+ members)

  and complex IT transformation programs.
• ITIL/ITSM governance, compliance, and audit readiness.
• Excellent

  communication, stakeholder management, and presentation

  skills.
• Highly

  proactive, aggressive in execution, and outcome-oriented.

Qualifications

• Bachelor’s degree in Engineering / IT / Computer Science (MBA preferred).

• ITIL v3/v4 certification

  required;

  ServiceNow and Google Workspace certifications

  preferred.

• 10+ years of IT Infrastructure Service Delivery experience

  , with at least 5 years in a leadership role.