Service Delivery Manager

Job Summary

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.
• 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.
• Handle client escalations and user complaints efficiently, ensuring timely resolution and prevention of recurrence.
• Perform ticket analysis and trend reviews to identify training gaps and process improvement opportunities.
• Initiate and manage Customer Satisfaction (CSAT) surveys; analyze feedback and implement corrective actions.
• Conduct weekly and monthly service review meetings with Client IT teams to discuss performance, risks, and improvement opportunities.
• Prepare and share reports covering SLA adherence, individual and team performance, escalations, and service improvement plans.
• Ensure Standard Operating Procedures (SOPs) are maintained, updated, and followed by all team members.
• Drive process optimization initiatives in coordination with Client IT and internal stakeholders.
• Conduct end-user awareness programs to improve IT process compliance and self-service adoption.
• Organize regular technical, process, and soft-skill training sessions for engineers.
• Collaborate with cross-functional teams (Network, Infrastructure, Security, Applications) to ensure seamless service delivery.
• Ensure compliance with ITIL best practices and company policies.

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.
• 10+ years of total experience in IT Service Delivery or Operations Management.
• 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.
• Ability to handle pressure and manage critical incidents with composure.

Preferred Skills

• ITIL Foundation or higher certification.
• Experience in automation and process improvement initiatives.
• Exposure to IT infrastructure management ( Servers, Networks and Backup & Storage)
• Experience in managing remote or multi-location teams.
• Strong stakeholder management and negotiation skills.
• Proficiency in MS Excel, PowerPoint, and reporting