Service Delivery Manager (SDM)

About Us   Hectae Analytics and Software Solutions is a digital transformation and consulting firm specializing in enterprise ITSM implementations, platform integrations, and service management optimization. We partner with clients across industries to deliver tailored, scalable, and outcome-driven solutions that enhance operational efficiency and digital service delivery.  Position Overview   We are seeking a Service Delivery Manager (SDM)  to set up and lead our complete service delivery system from the ground up .  This role is ideal for a professional with 5+ years of experience in ITSM delivery  who can establish delivery frameworks, standardize processes, ensure service quality, and drive customer satisfaction. The SDM will act as both a strategic coordinator and hands-on delivery lead , ensuring services are executed efficiently while aligning with business objectives.  Key Responsibilities Design, implement, and manage the end-to-end service delivery framework .  Establish and standardize processes, SLAs, and best practices  for smooth service operations.  Monitor and drive service quality, ensuring customer satisfaction and compliance .  Act as the primary point of contact for clients on service delivery matters.  Collaborate with internal teams (engineering, support, business analysts, and operations) to ensure seamless service execution.  Proactively identify risks, issues, and gaps in delivery, and implement corrective measures.  Generate regular reports on delivery performance, efficiency, and improvement areas.  Mentor and guide junior team members in delivery practices and standards.  Required Skills & Qualifications 5+ years of experience  in service delivery, implementation, or related roles.  Strong understanding of IT service management (ITSM) principles  and delivery frameworks.  Hands-on experience in setting up systems and processes  from scratch.  Prior experience with Freshservice or similar ITSM tools  (e.g., ServiceNow, Jira Service Management, Zendesk) is highly desirable.  Excellent stakeholder management  and client-facing skills.  Strong problem-solving, analytical, and organizational abilities.  Effective communication skills with the ability to articulate technical concepts clearly.  Certification in ITIL or related frameworks (preferred but not mandatory).  Why Join Us   Build and own the service delivery function from the ground up .  Lead impactful delivery programs and directly influence client success.  Collaborate with a technically advanced, client-focused, and innovation-driven team.  Enjoy competitive compensation and growth opportunities in a fast-scaling environment. 

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