Managed Services – Service Delivery Manager
Buxton ConsultingMangalore, IN6 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 • Mangalore, IN
Related jobs
- Promoted
- New!
Managed Services Manager
SourceFuse Technologiesmangalore, 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: 8 hours ago
- Promoted
IT Service Continuity Manager
RED Globalmangalore, karnataka, in Job Title : IT Service Continuity Manager.Location : India / Pune Onsite / Remote.Employment Type : 6 Month Contract+ Extension.
Our Client is seeking an IT Service Continuity Manager who can develop, main...Show moreLast updated: 5 days ago
- Promoted
Service Delivery Manager - Manufacturing & Quality Applications
Cognizantmangalore, 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
- New!
Delivery Manager
Live ConnectionsMangalore, 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: 5 hours ago
- Promoted
Senior Manager - Client Servicing
Laqshya Live ExperiencesMangalore, IN Develop and nurture favorable business relationship with clients.Work with clients to develop event marketing and.Understand client brief and develop event strategies that align with.Gather researc...Show moreLast updated: 30+ days ago
- Promoted
- New!
Delivery Manager
HCLSoftwaremangalore, 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
Network Technical Delivery Manager
ConfidentialKenya, India Possess network project management experience that ensures projects are delivered on a timely schedule within budget and gracefully.
Possess technocommercial experience such as drafting business pro...Show moreLast updated: 10 days ago
- Promoted
It Service Continuity Manager
RED GlobalMangalore, Republic Of India, IN Job Title : IT Service Continuity Manager.Location : India / Pune Onsite / Remote.Employment Type : 6 Month Contract+ Extension.
Our Client is seeking an IT Service Continuity Manager who can develop, main...Show moreLast updated: 4 days ago
- Promoted
- New!
Service Delivery Manager — IT Infrastructure Services
TECEZEMangalore, 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: 6 hours ago
- Promoted
Technical Services Manager
GenScriptMangalore, 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
Manager - Professional Services
BQE Softwaremangalore, karnataka, 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!
Delivery Leader- Telecom
Incedo Inc.Mangalore, IN You are passionate about Technology, quality and making raving fans of your clients and users.You put your client first and are passionate about making and keeping commitments.You challenge others ...Show moreLast updated: 6 hours ago
- Promoted
Service Manager
SV Management ConsultantsMangalore, 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: 30+ days ago
- Promoted
Delivery Manager
Programmers.iomangalore, karnataka, in Delivery Manager – Modernization & Microsoft Stack.Microsoft technologies—especially.NET and C#—and proven experience in leading modernization initiatives.
This role requires someone who can manage ...Show moreLast updated: 1 day ago
- Promoted
- New!
IT Delivery Management
MNCMangalore, IN Years of experience in IT Deliveries and Project Management.Responsible for enabling systematic steps toward the achievement of E2E ownership of deliveries.Show moreLast updated: 6 hours ago
- Promoted
- New!
Customer Delivery Manager
QuectelMangalore, IN Manage the full order-to-delivery cycle for key accounts.Coordinate with internal teams to ensure on-time, in-full (OTIF) delivery.
Handle customer communication, delivery issues, and performance re...Show moreLast updated: 6 hours ago
- Promoted
Delivery Lead
RapidBrainsMangalore, 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!
Regional Service Delivery Head
TagMangalore, 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: 6 hours ago