Service Delivery Manager (Thane- 10 to 14 LPA)

Service Delivery Manager Role JDDepartment: Managed Services - CX & SupportRole Type: Full TimeLocation: Thane, MumbaiExperience Required: 6–10 YearsReporting To: Head - Service Delivery/ Director - OperationsBudget- 10 lpa to 14 lpaOur Vision:We exist to help businesses derive real business value from technology. Technology, on itsown, does not create impact. Impact is created when technology is intentionally aligned tobusiness outcomes, implemented with discipline, and operated with consistencyOur organisation is built to help businesses move from Reactive technology decisions,Tool-led implementations, and fragmented operations to a business-aligned, outcome-driven, and well-governed technology functionRole Summary:The Service Delivery Manager (i.e., SDM) is accountable for end-to-end service delivery forour Managed Services team, comprising technical engineers. The SDM ensures SLAadherence, service quality, CSAT, and operational efficiency across multi-domain serviceenvironments. This is a semi-technical leadership role requiring high-level technical architectureunderstanding, strong governance, cross-functional coordination, and stakeholdermanagement. The SDM acts as the primary SPOC for all customer-related engagementsand should be excellent at communication. The Sevice Delivery Manager should be able toable position Technosprout as a strategic IT partner.Key Responsibilities:1. Team Leadership & Management● Lead, govern, and manage a team of up to 10 technical engineers● Monitor & drive the team’s assigned annual OKRs● Conduct daily performance reviews & share qualitative feedback● Drive ownership, accountability, and always maintain a customer-first culture2. Service Delivery & Governance● Lead and drive service delivery performance across all enterprise accounts● Ensure 100% adherence to all agreed internal & external SLAs● Monitor service performance dashboards and execute corrective actions● Adhere to delivery processes by using defined frameworks● Ensure compliance with service quality standards and audit requirements● Conduct regular agreed customer review meetings (i.e., Monthly/Quarterly)● Be upto date on latest trends in IT to continuously add value to existing and newcustomers3. CSAT Governance● Drive customer satisfaction initiatives across service engagements● Ensure a consistent annual CSAT score of 4+● Analyze & execute on all actionable customer feedback for improvements4. Reporting & Analytics● Prepare and present service reports & dashboards to leadership and customers● Track SLA progress, incident & request trends, ticket quality, and resolutiontimelines5. Collaboration & Project Management● Lead & ensure all project deliverables are met 100% within the agreed SLAs● Drive all internal & external cross-team collaborations for all service-related &project execution engagementsEducational Qualifications:● Bachelor’s degree in Engineering/IT/Computer Science (preferred)● ITIL Certification higher than the foundation level (preferred)● Service Delivery/Project Management certifications (good to have)● Previous Experience as an IT Manager in a Growing business will be a good valueaddition

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