Noida, Uttar Pradesh
Job Summary
Job Summary : We are seeking an experienced Service Delivery Manager (SDM) with over 15 years of proven expertise in managing end-to-end service delivery, client engagement, and operational excellence. The ideal candidate will be responsible for ensuring high-quality service delivery across multiple accounts, driving client satisfaction, optimizing processes, and managing financial and contractual obligations.
Key Responsibilities
Job Responsibilities : 1. Service Delivery & Operations Management Lead and manage end-to-end service delivery for multiple accounts/projects Ensure adherence to SLAs, KPIs, OLAs, and contractual commitments Drive continuous improvement in service quality, productivity, and efficiency Implement and enforce ITIL-based service management practices 2. Client & Stakeholder Management Build and maintain strong relationships with client stakeholders and leadership teams Act as the primary escalation point for service-related issues Conduct regular governance meetings (MBR, QBR, operational reviews) Drive customer satisfaction (CSAT) and identify growth opportunities 3. Financial & Commercial Management Manage P&L responsibilities, revenue forecasting, and margin improvement Ensure timely billing, invoicing, and revenue realization Oversee contract compliance, renewals, and change requests (CRs) Support business growth through upselling and cross-selling initiatives 4. Team Leadership & Resource Management Lead and mentor cross-functional teams including technical, support, and project staff Drive resource planning, onboarding, and workforce optimization Foster a culture of accountability, performance, and continuous learning Conduct performance reviews and talent development initiatives 5. Risk, Compliance & Governance Identify and mitigate delivery risks and issues proactively Ensure compliance with organizational policies, security standards, and regulatory requirements Manage audits, escalations, and service recovery plans 6. Process Improvement & Transformation Drive automation, digital transformation, and operational excellence initiatives Implement best practices, frameworks (ITIL, ISO, Agile, DevOps as applicable) Lead initiatives for cost optimization and efficiency improvement
Skill Requirements
Skill Requirement : Strong expertise in IT Service Delivery / Managed Services Proven experience managing large enterprise clients and global delivery models Deep understanding of ITIL framework and service management tools Excellent stakeholder management and communication skills Strong financial acumen (P&L, billing, forecasting) Experience in contract management, SOWs, and vendor coordination Ability to handle escalations and high-pressure environments Leadership skills with experience managing large teams (onshore/offshore)
Other Requirements
Other Requirement : Bachelor’s degree in Engineering, IT, or related field (MBA preferred) Certifications such as: ITIL (Expert/Managing Professional) PMP / PRINCE2 Agile / Scrum certifications
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
