Service Delivery Manager

Job Title: Service Delivery Manager - Customer SuccessJob Location: Sanpada, Navi MumbaiExperience: 10+yrsRole Summary:To lead and govern end-to-end managed services delivery, ensuring superior customer success across a geographically distributed landscape. This role demands strong leadership, strategic oversight, and operational excellence to manage large-scale service environments, drive continuous improvement, and align delivery outcomes with business objectives and customer expectations.Key Responsibilities:Provide strategic leadership and ownership of managed services delivery across multiple regions, ensuring consistent service excellence and customer satisfaction. Lead, mentor, and develop a multi-location team of 30+ engineers, fostering a high-performance and collaborative culture. Ensure strict adherence to SLAs, KPIs, contractual commitments, and project milestones, with robust governance and documentation practices. Partner with Sales, Presales, HR, and PMO to enable seamless resource planning, project execution, and service transitions. Drive operational excellence and process standardization aligned with ITIL frameworks and industry best practices. Establish effective service governance models, including periodic reviews, executive reporting, and stakeholder communications. Build and strengthen customer, OEM, and partner relationships, ensuring alignment and long-term value creation. Oversee service desk and support operations, ensuring timely incident resolution, accurate tracking, and SLA compliance. Champion continuous improvement initiatives, including automation, innovation, and efficiency optimization across service delivery. Develop and enhance team capabilities, ensuring continuous upskilling, cross-skilling, and structured competency development. Collaborate closely with business units to support POCs, solution deployments, and transition to steady-state operations. Ensure effective risk management, escalation handling, and proactive issue resolution. Drive adoption of emerging technologies such as Cloud, Security, Automation, and Infrastructure modernization. Achieve high customer satisfaction and 80%+ client retention, while identifying growth and upsell opportunities. Maintain attrition below 15% through strong people engagement and development initiatives. Ensure zero surprise escalations with consistent, high-quality service delivery. Deliver measurable efficiency improvements through at least 2 automation initiatives annually. Build and maintain a minimum of 5 referenceable clients. Enable presales capability within the team, with at least 3 skilled contributors. Drive regular client engagement and internal governance reviews. Contribute to organizational growth through revenue tracking, business insights, and strategic initiatives. Support talent acquisition, succession planning, and leadership pipeline development. Strengthen OEM/vendor management and partner ecosystem collaboration. Please note: Designation is finalized based on the interview evaluation.

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