Managed Services – Service Delivery Manager
Buxton ConsultingMumbai, 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 • Mumbai, IN
Related jobs
- Promoted
- New!
Service Delivery Manager — IT Infrastructure Services
TECEZEThane, 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
- New!
Delivery Manager
Live ConnectionsThane, 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: 3 hours ago
- Promoted
Vertical Service Delivery Head
Peppermumbai, maharashtra, in Over the past 5 years, over 150,000+ freelance content creators have applied to be part of the Pepper network of which we work with the top 5% of talent, and on the other end - we work with over 25...Show moreLast updated: 19 days ago
- Promoted
Managed Services Specialist
T&M Services Consulting Pvt LtdMumbai, India Managed Services Pre-Sales Specialist.Department : Cloud Presales Location : Mumbai / Chennai / Bangalore.To drive pre-sales engagement for Managed Services across Data Centre, Cloud (public, priv...Show moreLast updated: 24 days ago
- Promoted
Senior Manager - Client Servicing
Laqshya Live ExperiencesThane, 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
Manager - Professional Services
BQE Softwarethane, 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: 27 days ago
- Promoted
Delivery Manager
Accenture in IndiaMumbai, Maharashtra, India User-Generated Content Moderation - Content Moderation.Enable a superior brand experience, accelerates responsible growth and creates a secure environment.
Global CXL / SDL will work with various tea...Show moreLast updated: 5 days ago
- Promoted
IT Service Continuity Manager
RED Globalthane, maharashtra, 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
Technical Services Manager
GenScriptThane, 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
SAP Application Services Delivery Manager
LTIMindtreemumbai, maharashtra, in SAP Application Services Delivery Manager.SAP with at least 5 years in AMS leadership roles.The SAP Application Services Manager will lead the end-to-end delivery and operations of SAP Application ...Show moreLast updated: 23 days ago
- Promoted
- New!
Delivery Leader- Telecom
Incedo Inc.Kalyan-Dombivli, 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: 4 hours ago
- Promoted
Client Servicing Manager
Qube HealthMumbai, Maharashtra, India This role offers the opportunity to be a part of QubeHealth’s Enterprise Client Team that’s focused on-boarding & maintaining relationships with the large B2B Enterprise clients.We are seeking a hi...Show moreLast updated: 27 days ago
- Promoted
Delivery Manager
Programmers.iodombivli, maharashtra, 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
Technical Services Manager
WACKERMumbai Metropolitan Region, India, India The Technical Service Manager will provide comprehensive technical support across.Coating, Packaging, Carpet, and Adhesive segments.
The hired incumbent will drive customer solutions, support sales,...Show moreLast updated: 30+ days ago
- Promoted
Service Delivery Consultant
Tata Consultancy Servicesmumbai, maharashtra, in Primary Skills – Expert level experience in Project Management with Cyber Security Skills.Domain Skills - Infrastructure Skills.
Experience required : 10-12 years.Certification : PMP, Prince2, Scrum.I...Show moreLast updated: 26 days ago
- Promoted
Service Deliver Manager
Tata Consultancy ServicesMumbai, Maharashtra, India Tata Consultancy Services is hiring for.WALK IN DRIVE LOCATION : Mumbai - Yantra Park Opposite Voltas HRD Trg Centre, Pokhran Road No 2, Subhash Nagar, Thane, Maharashtra,.Experience in Service Del...Show moreLast updated: 4 days ago
- Promoted
- New!
Regional Service Delivery Head
TagThane, 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: 4 hours ago
- Promoted
Service Manager
SV Management ConsultantsThane, 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