Hyderabad, Telangana
Job Summary
The Service Delivery Manager is responsible for ensuring the successful delivery of services to customers, maintaining service quality, managing stakeholder relationships, and driving operational excellence. The SDM acts as the primary point of contact for service-related matters and ensures adherence to SLAs, KPIs, and contractual obligations.
Key Responsibilities
Key Responsibilities
Manage end-to-end service delivery for assigned accounts/projects.
Ensure compliance with agreed SLAs, KPIs, and governance processes.
Lead service review meetings with customers and internal stakeholders.
Monitor project health, risks, issues, and escalation management.
Drive continuous service improvement and operational efficiency.
Manage resource planning, utilization, and team performance.
Ensure customer satisfaction through proactive engagement.
Coordinate with delivery, technical, finance, and support teams.
Prepare delivery dashboards, reports, and executive summaries.
Support contract renewals, change requests, and growth opportunities.
Required Skills
Service Delivery Management
Stakeholder & Customer Management
SLA/KPI Management
Incident & Escalation Management
Project Management
Risk & Issue Management
Resource Management
Financial & Commercial Awareness
ITIL / IT Service Management
Excellent Communication & Presentation Skills
Qualifications
Experience managing enterprise customers and delivery teams.
ITIL, PMP, PRINCE2, or Agile certifications preferred.
Success Metrics
SLA Compliance
Customer Satisfaction (CSAT)
Revenue & Margin Achievement
Resource Utilization
Service Quality & Delivery Performance
Escalation Reduction"
Skill Requirements
Key Responsibilities
Manage end-to-end service delivery for assigned accounts/projects.
Ensure compliance with agreed SLAs, KPIs, and governance processes.
Lead service review meetings with customers and internal stakeholders.
Monitor project health, risks, issues, and escalation management.
Drive continuous service improvement and operational efficiency.
Manage resource planning, utilization, and team performance.
Ensure customer satisfaction through proactive engagement.
Coordinate with delivery, technical, finance, and support teams.
Prepare delivery dashboards, reports, and executive summaries.
Support contract renewals, change requests, and growth opportunities.
Required Skills
Service Delivery Management
Stakeholder & Customer Management
SLA/KPI Management
Incident & Escalation Management
Project Management
Risk & Issue Management
Resource Management
Financial & Commercial Awareness
ITIL / IT Service Management
Excellent Communication & Presentation Skills
Qualifications
Experience managing enterprise customers and delivery teams.
ITIL, PMP, PRINCE2, or Agile certifications preferred.
Success Metrics
SLA Compliance
Customer Satisfaction (CSAT)
Revenue & Margin Achievement
Resource Utilization
Service Quality & Delivery Performance
Escalation Reduction"
Other Requirements
Key Responsibilities
Manage end-to-end service delivery for assigned accounts/projects.
Ensure compliance with agreed SLAs, KPIs, and governance processes.
Lead service review meetings with customers and internal stakeholders.
Monitor project health, risks, issues, and escalation management.
Drive continuous service improvement and operational efficiency.
Manage resource planning, utilization, and team performance.
Ensure customer satisfaction through proactive engagement.
Coordinate with delivery, technical, finance, and support teams.
Prepare delivery dashboards, reports, and executive summaries.
Support contract renewals, change requests, and growth opportunities.
Required Skills
Service Delivery Management
Stakeholder & Customer Management
SLA/KPI Management
Incident & Escalation Management
Project Management
Risk & Issue Management
Resource Management
Financial & Commercial Awareness
ITIL / IT Service Management
Excellent Communication & Presentation Skills
Qualifications
Experience managing enterprise customers and delivery teams.
ITIL, PMP, PRINCE2, or Agile certifications preferred.
Success Metrics
SLA Compliance
Customer Satisfaction (CSAT)
Revenue & Margin Achievement
Resource Utilization
Service Quality & Delivery Performance
Escalation Reduction"
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