Managed Services – Service Delivery Manager
Buxton Consultingpune, maharashtra, in7 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 • pune, maharashtra, in
Related jobs
%20Private%20Limited)
- Promoted
SMO – Service Asset and Configuration Manager
Tata Consultancy ServicesPune, Maharashtra, India Role - SMO – Service Asset and Configuration Manager.Hands On in ServiceNow Asset and Configuration Management Module.Knowledge and experience of Service Management / Operation process and its enviro...Show moreLast updated: 30+ days ago
- Promoted
- New!
Service Delivery Manager — IT Infrastructure Services
TECEZEPune, Maharashtra, India Service Delivery Manager — IT Infrastructure Services (Network • Cloud • Server • Storage • Telephony • Staffing • Digital Workplace) Function : Service Delivery Reports to : Head of Service Delive...Show moreLast updated: less than 1 hour ago
- Promoted
- New!
Delivery Manager
HCLSoftwarepune, 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: 13 hours ago
- Promoted
Project / Service Delivery Manager
ConfidentialPune Project management with strong knowledge in Agile Methodology.Passionate about technology and Software Products / Services.
Ability to build rapport with customers, business owners and decision- maki...Show moreLast updated: 30+ days ago
- Promoted
Delivery Manager
Tata Consultancy Servicespune, maharashtra, in TCS is Hiring for Delivery Manager Role!!.Coordinate the operations for both Imports & Exports departments, monitoring workflows and management of resources to ensure and verify timely and accurate...Show moreLast updated: 30+ days ago
- Promoted
Associate Service Delivery Manager
ConfidentialPune, India Ensono is an expert technology adviser and managed service provider.As a relentless ally, we accelerate clients' digital transformation to achieve business outcomes that stand to last.Our dedicated...Show moreLast updated: 10 days ago
- Promoted
Delivery Manager
RecroPune, Maharashtra, India Proven experience with patient and / or payer data management solutions in the US pharmaceutical market.Microsoft Office suite (PowerPoint, Word).
HIPAA-compliant data management experience.Experience...Show moreLast updated: 30+ days ago
- Promoted
Service Delivery Manager - Manufacturing & Quality Applications
Cognizantpune, 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 Connectionspune, maharashtra, 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: 6 hours ago
- Promoted
Senior Service Delivery Manager
ConfidentialPune, India Ensono is an expert technology adviser and managed service provider.As a relentless ally, we accelerate clients' digital transformation to achieve business outcomes that stand to last.Our dedicated...Show moreLast updated: 10 days ago
- Promoted
Technical Service delivery Manager
ConfidentialManila, Pune Stefanini is seeking a dynamic and experienced Sr.Technical Service Manager to join our Infra TSMO services organization.
In this pivotal role, you will be the single point of contact for one of our...Show moreLast updated: 10 days ago
- Promoted
Delivery Manager
Bits In Glasspune, maharashtra, in We are seeking a highly skilled and experienced Delivery Manager to join our team.The ideal candidate will have a strong background in managing large-scale projects, leveraging Agile methodologies,...Show moreLast updated: 30+ days ago
- Promoted
Service Delivery Manager
ConfidentialPune We are seeking a highly experienced and strategic.You will be responsible for achieving productivity enhancements, overseeing new process migrations, managing client relationships, and fostering a ...Show moreLast updated: 30+ days ago
- Promoted
Sr. Service Delivery Manager - R&D Systems and Apps
ConfidentialPune, India Service Delivery Manager - R&D Systems and Apps.At Smith+Nephew, we design and manufacture technology that takes the limits off living.
The IT Service Delivery Manager is responsible to deliver solu...Show moreLast updated: 10 days ago
- Promoted
ABS - Manager - Product Delivery
ABS Professional Services(India) Private LimitedPune, India The Product Delivery Manager will be responsible for stewardship of various projects and maintenance releases for ABS.The Product Delivery Manager will undertake responsibility for planning and man...Show moreLast updated: 30+ days ago
- Promoted
Technical Services Manager
GenScriptPune, 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
Head of Service Delivery
Clarion TechnologiesPune, Maharashtra, India As the Global Head of Delivery for Clarion’s IT services business in the international markets, your will be a key member of our executive team directly reporting to CEO in India.Your portfolio wil...Show moreLast updated: 5 days ago
- Promoted
Manager - Professional Services
BQE Softwarepune, maharashtra, 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: 28 days ago