Service Delivery Manager

• Role : Service Delivery Manager
  Experience: 8-10 years in IT Operations, with experience in Service Delivery Management
• Location: Magarpatta, Pune
• Work Mode: 5 Days Working from Client Location (Mandatory)

Role Summary:

We are seeking an experienced Service Delivery Manager to oversee end-to-end service delivery, SLA/KPI governance, release planning, and deployment management across multi-domain infrastructure environments. The role will act as the primary escalation point for operational and commercial matters, while ensuring seamless release execution, change governance, and stakeholder management.

Key Responsibilities:

• Own overall service delivery, SLA/KPI performance, and governance across infrastructure domains.
• Manage major incidents, escalations, and customer communications.
• Oversee release calendars, deployment planning, and cross-domain coordination.
• Lead Change Advisory Board (CAB) discussions and facilitate go/no-go decisions.
• Ensure rollback planning, deployment validation, and post-release sign-off.
• Drive continuous service improvement initiatives and contract/service performance reviews.
• Produce governance reports and maintain strong relationships with internal and external stakeholders.

Required Skills & Experience:

• Strong knowledge of ITIL v4 processes, including Incident, Problem, Change, Request, Release, and Deployment Management.
• Experience with ServiceNow or similar ITSM platforms.
• Expertise in SLA/KPI management, service governance, and performance reporting.
• Release and deployment management across OS, Database, Network, Storage, Middleware, and Batch environments.
• Experience managing vendors, escalations, and cross-functional teams.
• Strong commercial, stakeholder, and risk management skills.

Certifications

Mandatory

• ITIL v4 Foundation

Preferred

• ITIL v4 Managing Professional / Create, Deliver & Support (CDS)
• PMP or PRINCE2
• ServiceNow CSA
• Change Management Certification

Soft Skills

• Excellent stakeholder and executive-level communication.
• Strong leadership during critical incidents and high-pressure situations.
• Highly organized, proactive, and collaborative.
• Strong decision-making, negotiation, and problem-solving abilities.