NEWVISION SOFTWARE · JOB DESCRIPTION · CONFIDENTIAL · JUNE 2026
Service Delivery Manager (SDM)
Applications · Infrastructure · Cloud Computing · Digital Workplace · ServiceNow
Experience: 9–12 Years Total | 4–7 Years SDM Function: Delivery Management
Geography: India / Europe / USA Location: Pune — Hybrid Model Engagement: MSP · Transformation · Support
The Service Delivery Manager (SDM) is a senior leadership role responsible for end-to-end delivery of managed services and transformation engagements across a multi-technology portfolio spanning Applications, Infrastructure, Cloud Computing, Digital Workplace, and ServiceNow practices. The incumbent is the primary accountable owner for delivery excellence, client satisfaction, SLA compliance, and sustainable business outcomes across global accounts.
Operating at the intersection of technology delivery, client partnership, and commercial governance, the SDM drives measurable value through proactive service management, operational rigour, and continuous improvement. This role requires the ability to manage complexity across geographies, technologies, and stakeholder ecosystems while maintaining a consistent focus on client success and organisational growth objectives.
Accountability Statement: The SDM owns delivery outcomes — not merely coordinates them. Success is measured by client retention, SLA/OLA adherence, margin performance, team capability, and the demonstrable adoption of AI-led and automation-driven service improvements across all managed accounts.
A · Service Delivery & Operations Management
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Own end-to-end service delivery for assigned accounts, ensuring all contractual SLA and OLA commitments are consistently met or exceeded.
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Govern incident, problem, change, and request management processes in alignment with ITIL best practices; maintain a live ITSM governance log.
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Drive structured operational reviews — weekly, monthly, and quarterly — with delivery teams and client stakeholders, producing actionable MoM outputs with tracked follow-through.
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Establish and maintain real-time service health visibility through monitoring dashboards, reporting cadences, and early warning mechanisms.
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Manage escalations with urgency and ownership, ensuring root-cause analysis, corrective action, and transparent client communication are executed without delay.
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Oversee transition-in and transition-out activities for new accounts and renewals, ensuring knowledge transfer completeness and delivery continuity.
B · Client & Stakeholder Management
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Serve as the primary client-facing representative for all delivery matters, building trusted advisory relationships at CXO, Director, and operational levels.
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Lead structured governance cadences including Steering Committees, Monthly Service Reviews, and Executive Business Reviews (EBRs).
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Proactively communicate risks, issues, and opportunities to clients — always framed with recommended actions rather than standalone problems.
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Achieve consistently high CSAT scores by embedding a client-first culture across all delivery teams and client touchpoints.
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Manage client expectations during service transitions, technology changes, and major incident periods with transparency and professionalism.
C · Multi-Practice Delivery Oversight
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Coordinate delivery across Applications, Infrastructure, Cloud, Digital Workplace, and ServiceNow practice streams, ensuring integrated outcomes rather than siloed delivery.
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Align practice-level KPIs to overall account health metrics and client commercial objectives.
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Manage inter-practice dependencies, handoffs, and shared services models with clear ownership and SLA traceability.
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Maintain current awareness of technology roadmaps across all practices to proactively advise clients on lifecycle, capacity, and modernisation planning.
D · Governance, Risk & Compliance (GRC)
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Implement and maintain service governance frameworks aligned with ISO 20000, ITIL, and client-specific compliance requirements.
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Maintain a live risk register for each account, with mitigation plans reviewed and updated on a defined cadence.
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Ensure audit readiness across delivery processes, including evidence management, access control documentation, and change records.
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Manage vendor and subcontractor governance, including third-party SLA adherence and performance reporting.
E · Financial & Commercial Management
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Manage account P&L with accountability for revenue recognition, margin optimisation, and cost-to-serve efficiency.
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Identify and pursue growth opportunities within existing accounts through proactive commercial engagement and value demonstration.
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Govern resource utilisation, billing accuracy, and contract change order processes to maintain commercial alignment.
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Provide pricing inputs, renewal intelligence, and commercial proposal support in collaboration with pre-sales and practice leadership.
F · Continuous Service Improvement (CSI)
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Establish and drive a formal CSI programme for each account, tracking improvement initiatives against measurable baseline metrics.
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Champion automation, AI-led operations, and tooling adoption to reduce manual effort, improve resolution speed, and lower cost-to-serve.
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Lead knowledge management, runbook creation, and documentation standards to reduce key-person dependency and improve team resilience.
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Benchmark service performance against industry standards and drive innovation roadmaps that differentiate NewVision's delivery value proposition.
G · Team Leadership & Resource Management
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Lead, mentor, and develop a team of delivery leads, team leads, and engineers across multiple technology towers and engagement types.
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Manage resource planning, capacity forecasting, and staffing to maintain optimal team composition for each engagement at all times.
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Drive team engagement, capability development, and retention through structured career conversations and transparent performance frameworks.
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Monitor and manage attrition risks; maintain succession plans and cross-training strategies to safeguard delivery continuity.
3 · PRACTICE-SPECIFIC OVERSIGHT RESPONSIBILITIES
PRACTICE
KEY OVERSIGHT RESPONSIBILITIES
Applications
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Oversee application support, enhancement delivery, and lifecycle management across L1–L3 tiers.
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Ensure DevOps pipeline health, release management discipline, and code-to-production SLA adherence.
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Manage application performance monitoring, bug triage cadences, and technical debt governance in collaboration with technical leads.
Infrastructure
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Govern server, network, storage, and end-user computing (EUC) support operations.
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Oversee data centre operations, capacity planning, and hardware lifecycle activities.
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Manage uptime SLAs, patching cadences, and infrastructure incident resolution processes with clear MTTR accountability.
Cloud Computing
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Oversee managed cloud operations across Azure, AWS, and GCP environments with multi-cloud governance awareness.
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Drive FinOps practices — cost optimisation, tagging governance, reserved instance strategies, and anomaly alerting.
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Govern cloud security posture, compliance reporting, and migration delivery outcomes aligned to client SLAs.
Digital Workplace
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Oversee Microsoft 365 (M365) adoption, collaboration platform management, and user experience outcomes.
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Manage endpoint management (Intune, SCCM), Teams/SharePoint governance, and identity lifecycle operations.
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Drive user satisfaction and digital dexterity improvements through structured adoption and enablement programmes.
ServiceNow
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Govern ITSM processes — Incident, Problem, Change, Asset, and CMDB — operating on the ServiceNow platform.
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Oversee platform health, upgrade cycles, workflow automation quality, and enhancement delivery roadmap.
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Ensure ServiceNow reporting and dashboards provide accurate, real-time service visibility for client governance forums.
4 · REQUIRED SKILLS & COMPETENCIES
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SLA / OLA design, management, and breach prevention
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ITIL-aligned ITSM process governance (Incident, Problem, Change, Release)
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Multi-tower managed services delivery and tower integration
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Service transition management and knowledge transfer
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Risk identification, escalation, and mitigation management
Communication & Stakeholder
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CXO and executive-level reporting, communication, and EBR facilitation
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Conflict resolution and escalation management under pressure
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Cross-cultural and multi-geography stakeholder management
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Structured written communication — MoMs, reports, executive summaries
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Account P&L ownership and gross margin management
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Contract governance, renewals, and change order management
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Resource utilisation and cost-to-serve optimisation
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Pricing model inputs and commercial proposal support
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ServiceNow (ITSM / ITOM / HRSD / SPM)
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Cloud monitoring — Azure Monitor, AWS CloudWatch, GCP Operations
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ITSM reporting dashboards and BI/analytics tools
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Microsoft 365 governance and administration tools
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Project tracking — Jira, Azure DevOps, MS Project
5 · BEHAVIOURAL & LEADERSHIP QUALITIES
Executive presence — commands credibility at client CXO level and internal leadership forums without over-reliance on technical depth.-
Ownership mindset — takes accountability for outcomes; does not deflect to team, circumstance, or vendor.
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Client centricity — consistently uses client success as the primary lens for prioritisation and decision-making.
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Communication clarity — articulates complex technical and commercial situations in concise, action-oriented language — written and verbal.
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Ambiguity tolerance — operates effectively in fast-changing, multi-stakeholder environments; frames clarity where it does not exist.
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Conflict navigation — de-escalates tensions between client expectations and delivery realities with composure and structured reasoning.
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CSI instinct — proactively surfaces inefficiencies and initiates improvement rather than waiting for direction.
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Team builder — fosters high-performance cultures through coaching, recognition, honest feedback, and purposeful career development.
6 · QUALIFICATIONS & CERTIFICATIONS
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Bachelor's degree in Engineering, Computer Science, or Information Technology — mandatory
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Master's in Business Administration (MBA) — preferred; adds significant advantage for commercial and stakeholder dimensions
Certifications (Preferred — Not Mandatory)
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ITIL 4 Foundation / Practitioner
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PMP — Project Management Professional
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Microsoft Azure Administrator (AZ-104)
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AWS Certified SysOps Administrator
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Google Cloud Professional Cloud Architect
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ServiceNow CSA / CIS-ITSM
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Microsoft 365 Enterprise Administrator
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COBIT 5 / ISO 20000 Foundation
8 · KEY PERFORMANCE INDICATORS (KPIS)
SLA / OLA ADHERENCE
- 99% compliance across all contractual commitments; zero unplanned SLA breach events per quarter
CUSTOMER SATISFACTION (CSAT)
- 4.2 / 5.0 on quarterly client surveys; NPS trending positive across active accounts
SERVICE AVAILABILITY
- 99.9% uptime across production systems within the managed scope
COST & MARGIN
Year-on-year cost reduction 5%; gross margin maintained at or above account baseline
INCIDENT REDUCTION
Month-on-month reduction in repeat and P1 incidents through root-cause closure and automation adoption
TEAM UTILISATION & ATTRITION
Billable utilisation 85%; voluntary attrition 12% annualised; succession coverage for all critical roles
