Job Description: IT Service Delivery Manager
Reporting To: Delivery Head / Account Delivery Head (ADH)
Role Purpose
Lead end-to-end IT Service Delivery for enterprise customers, owning service outcomes across towers (End User Services, Infrastructure, Applications, Network, Cloud). Ensure predictable delivery against SLAs/OLAs/Underpinning Contracts, drive continual improvement using ITIL® 4 practices, and orchestrate multi-vendor delivery to achieve contractual, financial, and customer experience goals. (Terminology aligned with ITIL 4 key concepts, guiding principles, governance, and continual improvement.)
Key Responsibilities
1) Run & Govern
- Own service performance—publish MSR/QSR, executive summaries, risks, actions, and trend insights (ServiceNow Performance Analytics / Power BI).
- Lead Operational/Service/Executive Reviews, aligning delivery towers, vendors, and customer stakeholders.
- Ensure contractual compliance to SOW/MSA including service credits, waivers, and governance records—audit ready at all times.
2) Stabilize & Improve
- Drive MIM posture (readiness, drills, on call, comms), backlog hygiene, and automation/shift left to boost CSAT and reduce TCO.
- Run RCA/CAPA programs; track benefits (repeat incident reduction, MTTR, change failure rate).
- Lead CSI initiatives across process, tooling, and org—aligned to ITIL 4 guiding principles.
3) Transition & Transformation
- For new/changed services, define interim vs. steady state SLAs, baselines, staffing, and tooling readiness; execute cutover criteria and hypercare.
- Align Service Delivery Plan with Wipro QMS (Veloci Q) requirements and customer specifics; maintain evidence of communications and approvals.
4) Stakeholder Leadership
- Act as single point of accountability for service outcomes; manage escalations through resolution; influence CXO/Director level stakeholders with data driven narratives.
- Mentor leads/SMEs; build a high performing, ITIL mature delivery culture.
Must Have Skills & Experience
- 12–15 years in IT services with 6–8 years leading enterprise IT service delivery across multi tower and multi vendor environments.
- Proven governance of SLAs/OLAs/UCs, penalty/earnback mechanisms, and audit expectations (ISO/ISMS/SOC).
- Strong command of ITIL 4 practices and value stream thinking; hands on with ServiceNow ITSM (SLA policies, business calendars, PA dashboards, reports).
- Expertise in Major Incident, Problem/RCA, Change/CAB, Availability/Capacity, Knowledge, ITAM/CMDB, Service Catalog.
- Advanced analytics & storytelling (Power BI/Excel), prioritization, and stakeholder management.
- Excellent communication and customer facing leadership; experience in managed services contracts.
Preferred / Good to Have:
- ITIL® 4 Strategist: Direct, Plan & Improve (DPI) or Leader: Digital & IT Strategy (DITS)
- PMP® / PRINCE2® Practitioner, PSM I/II (or SAFe Agilist)
- Cloud Associate/Architect (e.g., Microsoft Azure AZ 104 / AZ 305, AWS SysOps/Architect Associate)
- DevOps/SRE Foundation, ISO/IEC 27001 Lead Auditor/Implementer
