SDM

Job Title: Service Delivery Manager

Location: Pune
Experience: 12-20 Years
Interview Mode: Virtual
Interview Date: To Be Announced

About the Role

We are seeking an experienced Service Delivery Manager with a strong background in IT Infrastructure Services, Data Center Operations, IT Service Management (ITSM), and Managed Services Delivery. The ideal candidate will be responsible for leading end-to-end service delivery, driving operational excellence, managing enterprise customer relationships, governing ITIL processes, and ensuring seamless infrastructure operations across global environments.

Mandatory Skills & Qualifications

• 12+ years of experience in IT Infrastructure Services.

• Minimum 4+ years of experience in a Service Delivery Manager role supporting enterprise customers.

• Strong experience in Managed Services Delivery.

• Proven expertise in Data Center Operations and Infrastructure Management.

• Extensive experience in IT Service Management (ITSM) and ITIL Framework.

• ITIL Certification (Mandatory).

• Experience managing large-scale infrastructure environments covering:

• Servers

• Storage

• Network

• Cloud Services

• End User Computing (EUC)

• Strong experience in:

• Major Incident Management

• Customer Escalation Management

• Service Governance

• Vendor Management

• SLA & KPI Management

• Experience managing global onsite and offshore delivery teams.

• Excellent customer-facing, stakeholder management, leadership, and communication skills.

Key Responsibilities

• Manage end-to-end service delivery for enterprise customers, ensuring compliance with SLAs, OLAs, KPIs, and contractual commitments.

• Lead day-to-day IT Infrastructure Operations, including Data Center, Server, Storage, Network, Cloud, and End User Services.

• Own and govern ITIL processes, including:

• Incident Management

• Problem Management

• Change Management

• Release Management

• Service Request Management

• Knowledge Management

• Drive operational governance through Daily, Weekly, Monthly, and Quarterly Service Reviews.

• Facilitate CAB/ECAB meetings and ensure successful implementation of planned changes.

• Manage Major Incidents, business-critical escalations, and executive stakeholder communications.

• Conduct Root Cause Analysis (RCA) and Post Incident Reviews (PIR) and drive corrective actions.

• Develop and execute Continuous Service Improvement (CSI) initiatives and Service Improvement Plans (SIPs).

• Monitor and improve operational KPIs, SLA performance, service availability, CSAT, and NPS metrics.

• Build strong relationships with customers, business stakeholders, and leadership teams.

• Manage vendor and partner relationships to ensure seamless multi-vendor service delivery.

• Lead and mentor onsite and offshore delivery teams while ensuring optimal resource utilization.

• Support infrastructure modernization, automation, AI, and AIOps initiatives.

• Ensure compliance with security, audit, risk, and governance requirements.

• Drive operational efficiency through process optimization and automation.

Preferred Skills

• Exposure to Cloud Platforms such as Azure, AWS, or GCP.
• Experience with Infrastructure Automation and Orchestration tools.
• Knowledge of AIOps, Digital Transformation, and Service Modernization initiatives.
• Strong analytical, reporting, and governance skills.
• Experience supporting large enterprise customers in managed services environments.

Role: Service Delivery Manager
Experience: 12-20 Years
Location: Pune
Mandatory Certification: ITIL
Core Skills: IT Infrastructure Services, Data Center Operations, ITSM, Managed Services Delivery, Customer Management, Service Governance
Leadership Exposure: Global Onsite & Offshore Team Management
Domain Expertise: Infrastructure Operations, Managed Services, Enterprise Service Delivery, ITIL Governance, Data Center Management