Service Delivery Manager

Key roles and responsibilities

Sr. No.

Responsibility area

Key activities

1

Service Delivery Management

Manage day-to-day service delivery across application support, infrastructure, platform, and service desk operations as applicable.

2

SLA & KPI Management

Monitor SLA achievement, response and resolution times, ticket backlog, availability, recurring breaches, and service performance.

3

Client Relationship Management

Act as the primary operational contact for the client and manage expectations, feedback, escalations, and service satisfaction.

4

Governance & Reviews

Conduct daily operational reviews, weekly service reviews, monthly service review meetings, and quarterly business reviews as required.

5

Incident & Escalation Management

Coordinate major incidents, critical escalations, root cause analysis, corrective actions, and preventive measures.

6

Resource Management

Plan staffing, shift coverage, leave backups, utilization, skill requirements, and resource deployment in line with contractual commitments.

7

Financial & Contract Management

Track service delivery costs, resource utilization, contractual scope, change requests, billing inputs, and commercial risks.

8

Risk & Compliance Management

Ensure adherence to information security, access controls, audit requirements, regulatory obligations, and client policies.

9

Continuous Improvement

Identify opportunities for automation, process optimization, ticket reduction, productivity improvements, and service quality enhancement.

10

Transition & Knowledge Management

Manage service transition, knowledge transfer, documentation, runbooks, operational readiness, and transition to steady-state support.

11

Reporting & Analytics

Publish SLA dashboards, service performance reports, incident trends, capacity reports, risk registers, and action trackers.

12

Vendor & Stakeholder Management

Coordinate with OEMs, third-party vendors, internal technical teams, and client stakeholders to resolve operational dependencies.

Required skills and qualifications

• Bachelor's degree in Computer Science, IT, Engineering, or a related discipline.
• 1012 years of overall IT experience, including significant managed services or AMS experience.
• Proven experience in SLA-driven service delivery and customer-facing operational management.
• Strong understanding of ITIL processes: Incident, Problem, Change, Request, Knowledge, and Service Level Management.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, BMC Helix, or equivalent.
• Experience managing L2/L3 teams, operational escalations, major incidents, and vendor dependencies.
• Strong reporting, analytical, stakeholder management, communication, and leadership skills.
• Experience in transition management, governance forums, audit readiness, and service improvement initiatives.

Preferred certifications: ITIL 4 Foundation or higher, PMP/PRINCE2, and relevant cloud or technology certifications depending on the service scope