Job Title:  Manager | Service Delivery | Bengaluru Eco space | Technology Strategy & Transformation

Role Summary

The Service Delivery Manager (SDM) is responsible for ensuring consistent, high-quality IT service delivery to clients/end-users. This role oversees service desk operations, incident/problem/change management, SLAs, and end-to-end service performance. The SDM acts as the primary liaison between IT, business stakeholders, and vendors to ensure services align with business objectives.

Key Responsibilities

• Service Delivery & Operations
• Own overall IT service delivery, ensuring SLA and KPI adherence.
• Oversee L1, L1.5, L2, and vendor teams to maintain service continuity.
• Drive incident, problem, and change management processes.
• Proactively monitor and improve service performance, availability, and reliability.
• Governance & Stakeholder Management
• Act as the single point of contact for business stakeholders.
• Conduct regular service review meetings with clients and vendors.
• Publish service performance dashboards and reports.
• Manage escalations and ensure timely resolution of critical issues.
• Continuous Improvement & Transformation
• Identify opportunities for process standardization and automation.
• Lead service transition and transformation initiatives.
• Drive CSAT (Customer Satisfaction) improvements.
• Ensure compliance with ITIL best practices and governance frameworks.
• Team & Vendor Management
• Provide leadership to service desk leads, engineers, and coordinators.
• Manage vendor performance and contracts in alignment with SLAs.
• Enable training, mentoring, and knowledge sharing across teams.