Service Delivery Manager

The Service Delivery Manager (SDM) is responsible for managing end-to-end service delivery operations for key clients, ensuring high service quality, SLA adherence, and customer satisfaction. The SDM will act as the single point of contact for client communication, manage a technical support team, and continuously drive process and performance improvements.Key Responsibilities- Act as the Single Point of Contact (SPOC) for all client communication related to service delivery. - Ensure SLAs and contractual commitments are consistently met; proactively highlight issues and risks to Client. - Manage a large technical team including shift planning, leave approvals, performance tracking, and day-to-day operations. - Identify and manage low performers through Performance Improvement Plans (PIPs) or replacements as necessary. - Participate in recruitment, onboarding, and training of new team members; ensure continuous skill enhancement and career growth. - Ensure adequate manpower availability across all shifts and locations to meet SLA requirements. - Conduct internal team meetings to review issues, performance, and improvement plans.Qualifications & Experience- Bachelor’s degree in Computer Science, Electronics, or a related discipline (B.Tech / BCA / MCA). - Minimum 5 years of experience in a Service Delivery Manager role within IT Infrastructure or Managed Services. - Strong understanding of ITIL framework and experience with ITSM tools (ServiceNow, Remedy, etc.). - Proven ability to lead medium-to-large technical teams and ensure operational excellence. - Experience managing client engagements in SLA-driven environments. - Excellent written and verbal communication skills with experience in client interaction and executive reporting. - Strong analytical, problem-solving, and decision-making abilities.

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