Managed Services – Service Delivery Manager
Buxton Consultingcoimbatore, tamil nadu, in4 hours ago
Job descriptionServe as the main point of contact for client executives and business owners. Conduct regular governance calls, QBRs, and health check reviews with clients. Build long-term relationships that support upselling, renewals, and referrals. Communicate proactively about risks, delays, escalations, or resourcing needs. Own SLA performance across all managed service accounts and platforms. Ensure incidents, service requests, enhancements, and change requests are handled within committed timelines. Track ticket lifecycle : intake, assignment, resolution, RCA, and closure. Maintain delivery playbooks, escalation matrix, and support workflows. Lead cross-functional support teams across NetSuite, ServiceNow, Salesforce, Oracle ERP, and IT Helpdesk. Assign work based on skill, workload, and SLA priority. Mentor, coach, and performance-manage the support team. Coordinate with US-based Client Partners, Delivery Leads, and Sales. Maintain dashboards for SLA adherence, backlog aging, ticket volume trends, and customer satisfaction. Prepare weekly / monthly status reports for internal and external consumption. Conduct RCA for high-impact issues and ensure preventive actions. Track contractual scope vs out-of-scope work and support invoicing inputs. Standardize support delivery across multiple platforms and clients. Drive automation, knowledge base creation, and ticket deflection strategies. Identify cross-sell or efficiency opportunities (e.g., CoE shared resources). Ensure alignment with ITIL best practices. 7+ years of experience in Managed Services delivery, with at least 3 years in a Service Delivery Manager role. Hands-on experience managing support teams for at least two of the following platforms : ServiceNow, Salesforce, NetSuite, Oracle ERP, IT Helpdesk. Strong understanding of ITIL concepts : Incident, Problem, Change, Release, Knowledge, SLA mgmt. Experience managing global teams and supporting US-based enterprise clients. Excellent verbal and written communication skills (client-facing level). Ability to manage escalations and resolve conflicts with professionalism. Experience working in a consulting or MSP environment. Background in SaaS product support, cloud platforms, or enterprise systems. PMP, ITIL, or ServiceNow / NetSuite / Salesforce certifications. Ownership mindset and bias for action Strong customer empathy and situational awareness Ability to work under pressure with shifting priorities Leadership skills with a coaching mentality Highly organized, data-driven, process-oriented
Sr. Service Delivery Manager (Managed Services)
Location : India
Work Hours : India time with overlap to U.S clients
Start Date : ASAP
Interviews : Immediate
Employment type : FTE
Must clear a thorough background check
Work Model
- Location : India (Remote or Hybrid, depending on city)
- Must be available to support US time zone overlap (typically 6 PM – Midnight IST for client calls)
- Required to travel for client visits or internal workshops, occasionally
About the Role
We are seeking an experienced Service Delivery Manager to oversee the delivery and ensure client satisfaction for multiple managed services engagements across NetSuite, ServiceNow, Salesforce, IT Helpdesk, and Oracle ERP. This role will act as the primary point of contact for client leadership, monitor SLAs, coordinate offshore / onshore teams, and ensure a smooth and proactive support experience.
Key Responsibilities
Client & Stakeholder Management
Service Delivery Oversight
Team & Operations Management
Reporting & Compliance
Process & Continuous Improvement
Required Skills & Experience
Must-Have
Good-to-Have
Key Behavioral Traits
Create a job alert for this search
Service Delivery Manager • coimbatore, tamil nadu, in
Related jobs
- Promoted
AMS Service Delivery Manager
ConfidentialCoimbatore The AMS Service Delivery Manager will have a deep understanding of SDLC, Distributed and Open Source technologies, Maintenance & Support project features coupled with strong leadership and project ...Show moreLast updated: 30+ days ago
- Promoted
Assistant Manager - Service Support
ConfidentialCoimbatore Responsible for overall region / area for customer satisfaction.Handle corporate customer queries related to Acer products through phone, email, and chat.
Provide clear, accurate, and timely solutions...Show moreLast updated: 14 days ago
- Promoted
Manager - Sales & Technical Services
ConfidentialCoimbatore, India Scan Machineries specializes in engineering, designing, and manufacturing complete Paper Machine lines, from the Headbox to the Winder.
The company undertakes Turnkey Paper Mill projects and Rebuild...Show moreLast updated: 8 days ago
- Promoted
Service Delivery Manager - Manufacturing & Quality Applications
Cognizantcoimbatore, India The Service Delivery Manager will be responsible for leading the managed support, operations, and service delivery for critical Manufacturing (Mfg.
Quality (GxP) IT applications, with a strong focus...Show moreLast updated: 5 days ago
- Promoted
Title Services
Brace Infotech Private LtdCoimbatore, IN Positions to be filled : Title Services (Analyst / Senior Analyst).Number of positions : 150 Positions.Immediate to 30 days Joiners only.
Proficiency in relevant software.Pay range and compensation pa...Show moreLast updated: 6 days ago
- Promoted
Business Development Manager (US Staffing Services)
Integration International Inc.Tiruppur, IN Only candidates with proven experience in.Direct clients / MSP Experience.Applicants from other industries are requested.
A brief introduction about our company.Integration InfoTech India P Ltd.We a...Show moreLast updated: 30+ days ago
- Promoted
Technical Services Manager
GenScriptPalakkad, IN Coordinate accountteam to drive business growth by strengthening the service levelto customer.Develop technical solution / innovation for regionalkey account and distributors to address customer need...Show moreLast updated: 30+ days ago
- Promoted
- New!
Managed Services Manager
SourceFuse Technologiespalakkad, India SourceFuse Technologies hiring Managed Services Manager with 10-12 years of experience.The SourceFuse Managed Services practice works with customers to ensure their business-critical applications a...Show moreLast updated: 11 hours ago
- Promoted
Service Manager
SV Management ConsultantsPalakkad, IN Lead the team and Channel partners to provide customers with knowledge and skill, optimizing the performance of commercial vehicles in their business.
This effort is aimed at establishing as a stron...Show moreLast updated: 6 days ago
- Promoted
Delivery Lead
RapidBrainsTiruppur, IN Job Title : Portfolio Lead (Digital Delivery & Strategic Client Transformation).Remote / Hybird / Onsite as permanent employee.
Company : Our Premium Client - German Based.We're seeking an experienced an...Show moreLast updated: 26 days ago
- Promoted
- New!
Managed Services – Service Delivery Manager
Buxton Consultingtiruppur, tamil nadu, in Service Delivery Manager (Managed Services).Work Hours : India time with overlap to U.Must clear a thorough background check.
Location : India (Remote or Hybrid, depending on city).Must be available t...Show moreLast updated: 4 hours ago
- Promoted
- New!
Delivery Manager
Live Connectionspalakkad, kerala, in IT initiatives from the India-based Center of Excellence (CoE), ensuring alignment with global business and technology objectives.
Delivery Management & Execution.Lead and manage multiple concurrent...Show moreLast updated: 4 hours ago
- Promoted
- New!
Delivery Manager
HCLSoftwarepalakkad, India HCL Software is the division of HCL Technologies that operates its primary software business.We develop, market, sell, and support over 20 product families in the areas of DevSecOps, Automation, Di...Show moreLast updated: 8 hours ago
- Promoted
- New!
IT Delivery Management
MNCTirupur, Tamil Nadu, India Years of experience in IT Deliveries and Project Management.Delivery Team management b) Strategy c) Planning Responsible for enabling systematic steps toward the achievement of E2E ownership of de...Show moreLast updated: less than 1 hour ago
- Promoted
- New!
Service Delivery Manager — IT Infrastructure Services
TECEZEpalakkad, kerala, in Service Delivery Manager — IT Infrastructure Services.Network • Cloud • Server • Storage • Telephony • Staffing • Digital Workplace).
Head of Service Delivery / Operations Director.Hands-on Manager (p...Show moreLast updated: 4 hours ago
- Promoted
Manager - Professional Services
BQE Softwarecoimbatore, tamil nadu, in We are seeking an experienced professional to join us as.Manager – Professional Services.The ideal candidate to be a strong people manager with hands-on expertise in solution delivery, while also d...Show moreLast updated: 27 days ago
- Promoted
- New!
Regional Service Delivery Head
TagTiruppur, IN The Regional Service Delivery Head (RSDH) serves as the strategic and operational bridge between the India Global Delivery Center and the markets (AMS, EMEA, or APAC).
This role ensures that regiona...Show moreLast updated: 8 hours ago
- Promoted
- New!
Service Delivery Manager
ConfidentialCoimbatore, India We are seeking an experienced and motivated.This role involves managing performance metrics, driving operational excellence, and contributing to the continuous improvement of service management pra...Show moreLast updated: 6 hours ago