Service Delivery Manager

Key Responsibilities
1. Customer Engagement & QBR OwnershipLead Quarterly Business Reviews (QBRs) with customers, demonstrating understanding of business impact and technical delivery.
Act as the primary point of contact for escalations and strategic discussions.
2. Service Quality & GovernanceEnsure ticket quality, RCA depth, and WSR accuracy across the team.
Monitor SLA/KPI adherence and drive corrective actions proactively.
3. Team Leadership & DevelopmentMentor and guide SDAs and L2s to improve delivery standards.
Identify skill gaps and work with HR and the internal team to upskill the team.
4. Process Improvement & ReportingOwn and improve delivery processes, including incident management, change management, and problem management.
Provide meaningful insights in reports that link technical performance to business outcomes.
5. Collaboration & Stakeholder Management
Work closely with internal stakeholders to align delivery with customer expectations.
Collaborate with cross-functional teams to resolve systemic issues.

Required Skills & Experience

• 8+ years of experience in IT Infrastructure or Managed Services
• Strong technical background (L2+ level) with the ability to understand and challenge RCA and ticket resolutions
• Excellent communication and presentation skills; able to lead customer meetings confidently
• Proven experience in managing teams and driving performance
• Exposure to ITIL processes and service delivery frameworks.