Service Delivery Manager - Managed Services

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 50–80+ engineers and team leads across service desk, infrastructure, end-user support, network, Automation, AI 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+ years of experience in IT service delivery, with at least 4+ years in a leadership role managing large technical teams.
• Strong background in team leadership, conflict resolution, and performance management.
• Proven experience managing enterprise clients in a Managed Services or IT Outsourcing environment.
• Expertise in ITIL processes (certification preferred), with a strong understanding of SLA-driven delivery.
• Experience in leading offshore delivery teams and multi-location support models.
• Excellent communication, stakeholder management, and analytical skills.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (Master’s preferred).
• ITIL v3/v4 Foundation is required (Intermediate/Expert or PMP is a plus).