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Service Delivery Manager (SDM) – Managed Services

systemsGo
Bengaluru, IND
Full-time
Manager · 10–15 years experience
Onsite
Discovered 1 weeks ago
servicenow

Full Job Posting

Key Responsibilities

  • Service Delivery Governance
  • Own overall service delivery performance across IT Support and AV Support operations.
  • Ensure SLA, KPI, CSAT, and contractual commitments are consistently achieved.
  • Conduct Daily, Weekly, Monthly, and Quarterly service reviews.
  • Prepare operational dashboards and executive reports.
  • Customer Relationship Management
  • Act as primary escalation point for Client leadership.
  • Build strong relationships with GTS, Workplace Technology, Procurement, and Operations teams.
  • Lead Quarterly Business Reviews (QBRs).
  • Drive customer satisfaction and service improvement initiatives.
  • Operational Management
  • Manage onsite Team Lead, IT Support Engineers, AV Engineers, and partner resources.
  • Monitor ticket trends, backlog, incident management, and problem management activities.
  • Ensure resource coverage across 24x5 operations.
  • Coordinate backfill planning and workforce management.
  • Financial & Contract Management
  • Track contract deliverables and scope adherence.
  • Manage change requests and resource ramp-up plans.
  • Support invoicing validation and commercial governance.
  • Drive productivity and cost optimization initiatives.
  • Continuous Improvement
  • Identify automation opportunities.
  • Drive process maturity using ITIL practices.
  • Lead service improvement programs.
  • Review recurring incidents and root cause trends.

Required Skills

  • Service Management
  • ITIL Framework
  • Managed Services Delivery
  • SLA & KPI Governance
  • Incident & Problem Management
  • Change Management
  • Vendor Management
  • Technical Understanding
  • End User Computing (EUC)
  • ServiceNow
  • Microsoft 365
  • Asset Management
  • Collaboration Technologies (Zoom, Teams)
  • AV Operations
  • Infrastructure Support Concepts

Experience

  • 10–15 years of IT Service Delivery experience.
  • Minimum 5 years managing Managed Services engagements.
  • Experience supporting enterprise clients with 1000+ users.
  • Experience managing global delivery and 24x5 operations.
  • Strong exposure to ServiceNow and ITIL processes.
  • Certifications (Preferred)
  • ITIL v4 Foundation / Managing Professional
  • PMP or Prince2
  • ServiceNow Fundamentals
  • Lean Six Sigma
  • Please review the JD carefully before applying for this position. Candidates without relevant experience are kindly requested not to apply,
  • Service Management
  • ITIL Framework
  • Managed Services Delivery
  • SLA & KPI Governance
  • Incident & Problem Management
  • Change Management
  • Vendor Management
  • Technical Understanding
  • End User Computing (EUC)
  • ServiceNow
  • Microsoft 365
  • Asset Management
  • Collaboration Technologies (Zoom, Teams)
  • AV Operations
  • Infrastructure Support Concepts

Preferred Qualifications

  • Certifications (Preferred)

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