Managed Services – Service Delivery Manager
Buxton Consultinghyderabad, telangana, in8 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 • hyderabad, telangana, in
Related jobs
- Promoted
- New!
Service Delivery Operations Manager
TECEZEHyderabad, Republic Of India, 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: 2 hours ago
- Promoted
Manager - Professional Services
BQE Softwarehyderabad, telangana, 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
- Promoted
Delivery Manager
DivamiHyderabad, Telangana, India Location : Hyderabad, India Role Level : Mid to Sr Leadership Employment Type : Full-Time Preferred : MBA About Divami Divami is a premier design-led product engineering firm specializing ...Show moreLast updated: 27 days ago
- Promoted
IT Service Delivery Manager
Citrin Cooperman India LLPHyderabad, Republic Of India, IN The IT Service Desk Manager is responsible for the full ownership and operational leadership of the firm’s 24x7 global Service Desk.
This role oversees all Service Desk Supervisors and frontline sta...Show moreLast updated: 27 days ago
- Promoted
Principal - Service Delivery Manager
ConfidentialHyderabad / Secunderabad, Telangana Flexible to work in EST / PST working hours.Understand the suite of offerings and services provided to customers with focus on SLAs, processes unique to each customer and in-flight projects and actio...Show moreLast updated: 30+ days ago
- Promoted
Service Delivery Manager - AML Transaction Monitoring - Alert Investigation Into Retail & Pre-paid C
CognizantHyderabad, Telangana, India Experience – 15+ years in AML Transaction monitoring into Alert Investigation into Retail & Pre-paid Cards - Must have strong knowledge of AML (Anti-Money Laundering) and fraud analysis.Review of M...Show moreLast updated: 30+ days ago
- Promoted
- New!
Client Services Manager - Managed Services
Buxton ConsultingHyderabad, Republic Of India, 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: 2 hours ago
- Promoted
Senior Service Delivery Manager
ConcentrixHyderabad, Telangana, India We are looking for a leader to head Service & Operations Delivery business for a premium Banking global customer.The incumbent will bring extraordinary focus and expertise in designing, implementin...Show moreLast updated: 5 days ago
- Promoted
- New!
Service Delivery Manager — IT Infrastructure Services
TECEZEhyderabad, telangana, 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: 8 hours ago
- Promoted
SAP Service Delivery Manager
Enterprise Minds, IncHyderabad, Republic Of India, IN SAP Quality Excellence Manager | Hyderabad | 12–15 Years | SAP Implementation & Support.We are looking for a highly experienced.
SAP Quality Excellence Manager.The ideal candidate will be the.SAP Ma...Show moreLast updated: 6 days ago
- Promoted
Service Delivery Manager
ConfidentialHyderabad / Secunderabad, Telangana, India BizTX : Co-Creating WOW Through Digital Innovation.It's an exciting time to be part of BizTX at Twinings Ovaltine.At the heart of this iconic brand, we're on a mission to drive exponential growth an...Show moreLast updated: 30+ days ago
- Promoted
SAP Service Delivery Manager
ConfidentialHyderabad / Secunderabad, Telangana, India Minimum Experience – 12 to 17 years.Job Location – Hyderabad / Mumbai.Service Delivery Manager will be accountable for Application Maintenance, Support & Projects for our SAP Managed Services custome...Show moreLast updated: 10 days ago
- Promoted
Delivery Manager
RecroGreater Hyderabad Area, 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 - AML Transaction Monitoring - Alert Investigation Into Retail & Pre-paid Cards
CognizantHyderabad, Telangana, India Experience – 15+ years in AML Transaction monitoring into Alert Investigation into Retail & Pre-paid Cards.Must have strong knowledge of AML (Anti-Money Laundering) and fraud analysis.Review of Mon...Show moreLast updated: 30+ days ago
- Promoted
IT Services Delivery Manager
TEKsystems Global Services in IndiaHyderabad, Republic Of India, IN Technical Service Manager Opportunity at TEKsystems Global Services.Are you a seasoned IT professional ready for a dynamic leadership role?.
We're looking for a leader with.Application Development p...Show moreLast updated: 27 days ago
- Promoted
IT Service Delivery Manager
NationsBenefits IndiaHyderabad, Republic Of India, IN At NationsBenefits, we are leading the transformation of the insurance industry by developing innovative benefits management solutions.
We focus on modernizing complex back-office systems to create ...Show moreLast updated: 20 days ago
- Promoted
Technical Services Manager
TEKsystems Global Services in IndiaHyderabad, Telangana, India Technical Service Manager Opportunity at TEKsystems Global Services.Are you a seasoned IT professional ready for a dynamic leadership role?.
We're looking for a leader with.Application Development p...Show moreLast updated: 27 days ago
- Promoted
Delivery Manager
ValueLabsHyderabad, Telangana, India Delivery Manager (Banking Domain Exp is must).We are seeking an experienced and dynamic Delivery Manager to lead end-to-end delivery of complex technology initiatives within the Banking, FinTech, a...Show moreLast updated: 4 days ago