Service Delivery Manager

Service Delivery Manager

Responsible for managing end-to-end IT service delivery across multiple accounts, ensuring SLA compliance, operational excellence, and customer satisfaction. Oversee daily operations, team performance, and service governance in line with ITIL standards. Coordinate with internal teams and vendors to deliver reliable managed services, drive process improvements, and maintain strong client relationships with key stakeholders such as EHS, MOHAP, and IACAD.

DUTIES & RESPONSIBILITIES

• Oversee end-to-end IT service delivery for clients, ensuring adherence to SLAs, KPIs, and contractual obligations.
• Lead and manage on-site and offshore support teams, including Service Desk, NOC, Network, and Infrastructure resources.
• Conduct regular governance and review meetings with clients to present service performance, improvement plans, and incident trends.
• Manage the incident, problem, and change management processes in compliance with ITIL standards.
• Monitor and ensure high service availability, quick issue resolution, and effective escalation management.
• Collaborate with internal departments (HR, Finance, Procurement, and Logistics) to ensure smooth resource and operational management.
• Drive continuous service improvement initiatives, including automation, proactive monitoring, and process optimization.
• Prepare and present monthly performance and SLA reports, highlighting service metrics, CSAT, and action plans.
• Manage resource planning, hiring, replacements, and performance reviews in coordination with HR and project leads.
• Ensure cost efficiency and margin control while maintaining high-quality service delivery.
• Oversee vendor coordination for renewals, upgrades, and issue resolutions (e.g., Cisco, Dynatrace, ManageEngine, VMware, etc.).
• Maintain strong client relationships with IT Directors and senior stakeholders, acting as a single point of contact (SPOC) for all service-related matters.
• Ensure compliance with organizational policies, governance frameworks, and audit requirements.

Education

• Bachelor's degree in Information Technology, Computer Science, or related field
• Master's Degree in IT Management, Business Administration (MBA), or related field is Desired.

Experience

• Minimum 8–10 years of experience in IT operations or service delivery, including 3–5 years in a managerial role
• Experience managing large-scale managed service contracts for government or healthcare sectors (Desired)

Skills & Abilities

• Strong leadership, communication, and stakeholder management skills
• In-depth understanding of ITIL processes (Incident, Problem, Change, Asset, and Service Request Management)
• Proven ability to manage cross-functional teams and ensure SLA compliance
• Excellent reporting, analytical, and coordination skills

Desired:

• ITIL v4 Certified
• PMP or equivalent project management certification
• Experience in automation, monitoring tools (e.g., Dynatrace, ManageEngine, BMC Helix)
• Strong financial and contractual management capabilities