Service Delivery Manager (Thane- 10 To 14 LPA)

Service Delivery Manager Role JD

• Department: Managed Services - CX & Support
• Role Type: Full Time
• Location: Thane, Mumbai
• Experience Required: 6–10 Years
• Reporting To: Head - Service Delivery/ Director - Operations
• Budget- 10 lpa to 14 lpa

Our Vision:

• We exist to help businesses derive real business value from technology. Technology, on its
• own, does not create impact. Impact is created when technology is intentionally aligned to
• business outcomes, implemented with discipline, and operated with consistency
• Our organisation is built to help businesses move from Reactive technology decisions,
• Tool-led implementations, and fragmented operations to a business-aligned, outcome-
• driven, and well-governed technology function

Role Summary:

• The Service Delivery Manager (i.e., SDM) is accountable for end-to-end service delivery for
• our Managed Services team, comprising technical engineers. The SDM ensures SLA
• adherence, service quality, CSAT, and operational efficiency across multi-domain service
• environments.
• This is a semi-technical leadership role requiring high-level technical architecture
• understanding, strong governance, cross-functional coordination, and stakeholder
• management. The SDM acts as the primary SPOC for all customer-related engagements
• and should be excellent at communication. The Sevice Delivery Manager should be able to
• able position Technosprout as a strategic IT partner.

Key Responsibilities:

• 1. Team Leadership & Management
• ● Lead, govern, and manage a team of up to 10 technical engineers
• ● Monitor & drive the teams assigned annual OKRs
• ● Conduct daily performance reviews & share qualitative feedback
• ● Drive ownership, accountability, and always maintain a customer-first culture
• 2. Service Delivery & Governance
• ● Lead and drive service delivery performance across all enterprise accounts
• ● Ensure 100% adherence to all agreed internal & external SLAs
• ● Monitor service performance dashboards and execute corrective actions
• ● Adhere to delivery processes by using defined frameworks
• ● Ensure compliance with service quality standards and audit requirements
• ● Conduct regular agreed customer review meetings (i.e., Monthly/Quarterly)
• ● Be upto date on latest trends in IT to continuously add value to existing and new
• customers
• 3. CSAT Governance
• ● Drive customer satisfaction initiatives across service engagements
• ● Ensure a consistent annual CSAT score of 4+
• ● Analyze & execute on all actionable customer feedback for improvements
• 4. Reporting & Analytics
• ● Prepare and present service reports & dashboards to leadership and customers
• ● Track SLA progress, incident & request trends, ticket quality, and resolution
• timelines
• 5. Collaboration & Project Management
• ● Lead & ensure all project deliverables are met 100% within the agreed SLAs
• ● Drive all internal & external cross-team collaborations for all service-related &
• project execution engagements

Educational Qualifications:

• ● Bachelors degree in Engineering/IT/Computer Science (preferred)
• ● ITIL Certification higher than the foundation level (preferred)
• ● Service Delivery/Project Management certifications (good to have)
• ● Previous Experience as an IT Manager in a Growing business will be a good value
• addition