Position - Service Delivery Manager
Availability From
Qualification : Bachelor’s degree in Computer Science / Information Technology / Engineering or related field (MBA or relevant certifications preferred)
Level - T6
Experience - 12+ Years in IT with strong experience in Service Delivery / IT Operations
Work Location - Bangalore
24x7 Shifts - No (however, should be flexible to support critical incidents or global clients if required)
Job Summary –
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The Service Delivery Manager is responsible for managing end-to-end IT service delivery, ensuring services are delivered as per agreed SLAs, KPIs, and business expectations.
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The role focuses on operational excellence, client satisfaction, service quality, and continuous improvement while acting as the primary interface between clients, technical teams, and support functions.
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This role is accountable for translating business strategy and operational needs into structured, executable IT initiatives and ensuring successful end-to-end delivery of technology solutions.
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The SDM acts as the front door to IT for their business stakeholders owning demand intake, shaping solutions, driving cross-functional execution, and ensuring measurable business value realization.
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This is not a purely project management role. It is a hybrid leadership position requiring strong business partnership, governance discipline, and delivery accountability.
Key Responsibilities: Strategic Business Partnership
- Serve as the dedicated IT partner for assigned business units.
- Build trusted relationships with senior business leaders.
- Develop deep understanding of business strategy, priorities, and operational challenges.
- Act as the single point of coordination for IT engagement with those business functions.
- Proactively identify technology opportunities that improve efficiency, risk posture, and business performance.
Demand Management & Solution Shaping
- Own and manage the intake of new business requests.
- Facilitate structured requirement gathering sessions.
- Engage appropriate IT domain leaders to evaluate feasibility and solution options.
- Ensure initiatives are properly scoped, prioritized, and aligned to enterprise standards.
- Lead development of business cases, including scope, benefits, cost estimates, and risk considerations.
End-to-End Delivery Accountability
- Lead approved initiatives through full lifecycle execution from planning through deployment and transition to operations.
- Coordinate cross-functional teams across infrastructure, applications, security, and vendors.
- Provide clear and consistent status reporting to stakeholders and leadership.
Governance & Portfolio Discipline
- Maintain visibility into the portfolio of initiatives for assigned business units.
- Ensure alignment with IT standards, architecture principles, security requirements, and financial controls.
- Participate in prioritization forums and portfolio review discussions.
- Escalate delivery risks, capacity conflicts, or cross-functional bottlenecks when required.
Value Realization & Service Continuity
- Ensure delivered solutions meet defined business objectives.
- Partner with operations teams to ensure smooth transition to steady-state support.
- Monitor post-delivery performance and stakeholder satisfaction.
- Identify continuous improvement opportunities across delivered services.
