Service Delivery Manager (SDM)

Service Delivery Manager (SDM)

Mandatory Skills:

1. Project methodologies like Agile waterfall - mandatory
2. ITSM
3. Stakeholder management - good communication skills
4. Techno - functional role

Experience:

• 8 years of overall experience in Service Delivery IT Operations or Digital Project Management
• Proven experience in managing large teams
• Strong background in digital technologies platforms or application services
• Experience working in fast-paced matrixed environments

Tools & Process Management:

• Hands-on experience with ServiceNow (incident problem change and service request management)
• Proficiency in Jira for project tracking sprint planning backlog management and reporting
• Strong understanding of ITSM and project management best practices
• Ability to maintain documentation dashboards and service reports

Team Leadership & People Management:

• Lead mentor and manage large teams (developers analysts support engineers coordinators)
• Set goals conduct performance reviews and drive development plans
• Ensure effective resource utilization capacity planning and workload management
• Foster a collaborative high-performance and customer-focused culture

Digital & Project Management:

• Manage end-to-end delivery of digital projects across platforms and applications
• Act as a Project Manager—handling scope timelines risks dependencies and budgets
• Ensure Agile/Scrum practices are followed and collaborate with product and engineering teams
• Track and report project progress to stakeholders and leadership

Stakeholder Management:

• Act as the primary point of contact for stakeholders
• Build strong relationships with business technology teams vendors and partners
• Manage expectations escalations and service improvements effectively
• Lead governance meetings service reviews and executive updates