Service Delivery Manager - Managed Services
Service Delivery Manager - Managed Services
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Job Description
Job Summary:
We are seeking a seasoned Service Delivery Managerto lead the delivery of managed IT services for enterprise clients from our Offshore Delivery Center in Indore. The role requires strong client engagement operational leadership and team management capabilities to ensure the delivery of high-quality SLA-driven services across IT infrastructure and support functions.
Key Responsibilities:
Service Delivery Management
- Own end-to-end service delivery for assigned accounts ensuring adherence to SLAs KPIs and quality standards.
- Lead incident problem and change management processes ensuring service stability and customer satisfaction.
- Conduct regular service reviews prepare performance reports and handle customer escalations with a solution-oriented approach.
Team & People Management
- Manage and mentor a cross-functional team of 5080 engineers and team leads across service desk infrastructure end-user support network and cloud.
- Drive team performance through clear objectives regular feedback and career development plans.
- Foster a high-performance culture with a focus on accountability ownership and continuous improvement.
- Manage team rosters shift rotations and ensure 24x7 support coverage as needed.
- Conduct regular team meetings performance appraisals and coaching sessions to build a motivated and customer-focused team.
Governance & Continuous Improvement
- Implement best practices aligned with ITIL standards to improve service maturity.
- Identify process gaps and drive automation and efficiency initiatives.
- Collaborate with internal stakeholders (Projects Presales HR Finance) for resource planning transitions and service expansions.
Client Engagement & Reporting
- Serve as the primary delivery interface for customers.
- Maintain strong relationships with key stakeholders and drive proactive communication and transparency.
- Present monthly and quarterly service performance metrics and action plans.
Key Skills and Experience:
- 15 yearsof experience in IT service delivery with at least4 years in a leadership rolemanaging large technical teams.
- Strong background inteam leadership conflict resolution and performance management.
- Proven experience managing enterprise clients in aManaged Services or IT Outsourcing environment.
- Expertise in ITIL processes (certification preferred) with a strong understanding of SLA-driven delivery.
- Experience in leadingoffshore delivery teamsand multi-location support models.
- Excellent communication stakeholder management and analytical skills.
Qualifications:
- Bachelors degree in Computer Science Information Technology or a related field (Masters preferred).
- ITIL v3/v4 Foundation is required (Intermediate/Expert or PMP is a plus).
Required Experience:
Manager
Employment Type
Full-Time
