Service Delivery Manager

Job Summary : The Service Delivery Manager (SDM) is responsible for managing end-to-end service delivery operations for key clients, ensuring high service quality, SLA adherence, and customer satisfaction. The SDM will act as the single point of contact for client communication, manage a technical support team, and continuously drive process and performance improvements. Key Responsibilities : - Act as the Single Point of Contact (SPOC) for all client communication related to service delivery. - Manage a large technical team including shift planning, leave approvals, performance tracking, and day-to-day operations. - Identify and manage low performers through Performance Improvement Plans (PIPs) or replacements as necessary. - Participate in recruitment, onboarding, and training of new team members; ensure continuous skill enhancement and career growth. - Ensure adequate manpower availability across all shifts and locations to meet SLA requirements. - Conduct internal team meetings to review issues, performance, and improvement plans. - Handle client escalations and user complaints efficiently, ensuring timely resolution and prevention of recurrence. - Perform ticket analysis and trend reviews to identify training gaps and process improvement opportunities. - Initiate and manage Customer Satisfaction (CSAT) surveys; analyze feedback and implement corrective actions. - Conduct weekly and monthly service review meetings with Client IT teams to discuss performance, risks, and improvement opportunities. - Prepare and share reports covering SLA adherence, individual and team performance, escalations, and service improvement plans. - Ensure Standard Operating Procedures (SOPs) are maintained, updated, and followed by all team members. - Drive process optimization initiatives in coordination with Client IT and internal stakeholders. - Conduct end-user awareness programs to improve IT process compliance and self-service adoption. - Organize regular technical, process, and soft-skill training sessions for engineers. - Collaborate with cross-functional teams (Network, Infrastructure, Security, Applications) to ensure seamless service delivery. - Ensure compliance with ITIL best practices and company policies. Qualifications & Experience : - Bachelor's degree in Computer Science, Electronics, or a related discipline (B.Tech / BCA / MCA). - Minimum 5 years of experience in a Service Delivery Manager role within IT Infrastructure or Managed Services. - 10+ years of total experience in IT Service Delivery or Operations Management. - Strong understanding of ITIL framework and experience with ITSM tools (ServiceNow, Remedy, etc.). - Proven ability to lead medium-to-large technical teams and ensure operational excellence. - Experience managing client engagements in SLA-driven environments. - Excellent written and verbal communication skills with experience in client interaction and executive reporting. - Strong analytical, problem-solving, and decision-making abilities. - Ability to handle pressure and manage critical incidents with composure. Preferred Skills : - ITIL Foundation or higher certification. - Experience in automation and process improvement initiatives. - Exposure to IT infrastructure management ( Servers, Networks and Backup & Storage) - Experience in managing remote or multi-location teams. - Strong stakeholder management and negotiation skills. - Proficiency in MS Excel, PowerPoint, and reporting