Service Delivery Manager

The Service Delivery Manager (SDM) is responsible for managing end-to-end service delivery operations for key clients, ensuring high service quality, SLA adherence, and customer satisfaction. The SDM will act as the single point of contact for client communication, manage a technical support team, and continuously drive process and performance improvements .

Key Responsibilities

Act as the Single Point of Contact (SPOC) for all client communication related to service delivery.

Ensure SLAs and contractual commitments are consistently met; proactively highlight issues and risks to Client.

Manage a large technical team including shift planning, leave approvals, performance tracking, and day-to-day operations.

Identify and manage low performers through Performance Improvement Plans (PIPs) or replacements as necessary.

Participate in recruitment, onboarding, and training of new team members; ensure continuous skill enhancement and career growth.

Ensure adequate manpower availability across all shifts and locations to meet SLA requirements.

Conduct internal team meetings to review issues, performance, and improvement plans.

Qualifications & Experience

Bachelor’s degree in Computer Science, Electronics, or a related discipline (B.Tech / BCA / MCA).

Minimum 5 years of experience in a Service Delivery Manager role within IT Infrastructure or Managed Services.

Strong understanding of ITIL framework and experience with ITSM tools (ServiceNow, Remedy, etc.).

Proven ability to lead medium-to-large technical teams and ensure operational excellence.

Experience managing client engagements in SLA-driven environments.

Excellent written and verbal communication skills with experience in client interaction and executive reporting.

Strong analytical, problem-solving, and decision-making abilities.