Job Description: Service Delivery Manager
Role Overview
We are looking for an experienced Service Delivery Manager to manage enterprise customer engagements across infrastructure operations, service automation, governance, reporting, and continuous service improvement. The role requires strong experience in IT infrastructure management, customer stakeholder handling, SLA governance, automation-led service delivery, and operational reporting.
Key Responsibilities
- Own end-to-end service delivery for enterprise customers across IT infrastructure and operations.
- Act as the primary interface between the customer, internal delivery teams, support teams, and leadership.
- Manage service performance against agreed KPIs.
- Drive governance meetings including daily/weekly operations reviews, monthly service reviews, and quarterly business reviews.
- Track and report service health, incident trends, problem management status, change performance, automation outcomes, risks, and improvement actions.
- Work closely with technical teams of end customer across cloud, data center, network, end-user services, security, database, middleware, and applications.
- Identify automation opportunities across repetitive incidents, service requests, manual checks, reporting, and operational workflows.
- Collaborate with automation teams to convert manual operational tasks into automated or self-service fulfilment journeys.
- Should have knowledge in SOPs, design and requirement documents.
Required Skills and Experience
- 8-10+ years of experience in IT infrastructure services & Project management for enterprise service delivery.
- Strong understanding of infrastructure domains such as servers, cloud, network, storage, backup, database, middleware, EUC, and security operations.
- Good knowledge of ITIL processes & ITSM ticketing tools.
- Experience managing enterprise customers with complex operational environments.
- Strong exposure to governance models, operational reporting, service reviews, dashboards, and executive presentations.
- Understanding of automation in IT operations, including workflow automation, self-service, monitoring-driven remediation, and orchestration.
- Ability to identify automation candidates and work with technical teams to improve operational efficiency.
- Mandatory excellent communication, stakeholder management, escalation handling, and customer-facing skills.
- Ability to manage multiple priorities in a fast-paced enterprise delivery environment.
Pay: ₹1,500,000.00 - ₹1,800,000.00 per year
Benefits:
- Flexible schedule
- Provident Fund
Work Location: Remote
