Service Delivery Manager

Office in Chennai, Coimbatore

Service Delivery Management

We are seeking a skilled and experienced Service Delivery Manager to oversee the delivery of IT services while maintaining exceptional service levels and ensuring customer satisfaction.

The ideal candidate will have a strong background in service delivery frameworks, technical expertise, and leadership skills to manage cross-functional teams and provide innovative solutions in alignment with business objectives.

Responsibilities

Take a proactive role in recommending tools, technologies, and approaches to optimize service management practices
Perform service delivery monitoring tasks, ensuring records are maintained and aligned with service level agreements
Analyze service records to uncover actions needed to sustain or enhance service levels, initiating necessary measures as required
Monitor service performance metrics while ensuring capacity aligns with customer demand and expectations
Drive and lead operational Service Review meetings with customer stakeholders
Organize and manage staffing to align resources with delivery needs and objectives
Ensure service delivery aligns with financial targets, contributing to P&L optimization
Play an active role in presales activities, including estimations, operating model development, and documentation
Share delivery management and service best practices across teams to foster continuous improvement
Oversee delivery governance to handle complex issues and maintain high operating model and service quality standards
Ensure service delivery is comprehensively monitored and improvement measures are implemented
Negotiate and resolve major disruptions or amendments to service provisions with relevant parties
Develop and implement succession plans for projects under management
Maintain and update the service catalogue and negotiate service level requirements with customers

Requirements

16–18 years of relevant work experience in IT service delivery and project management
Expertise in change management (ITSM), governance, risk & compliance, and incident management (ITSM)
Proficiency in Information Technology Infrastructure Library, Jira, and Scrum frameworks and tools
Strong skills in communication, organization, interpersonal relations, and leadership
Background in remote work and management of distributed teams
Fluency in English at a B2+ proficiency level

Nice to have

Familiarity with advanced ITSM tools for scaling and automating delivery processes efficiently
Capability to drive innovation using cutting-edge industry trends to enhance service outcomes
Exposure to diverse industries for a broad understanding of varied operational needs