Description
Position - Service Delivery Manager
Availability From
Qualification : Bachelor’s degree in Computer Science / Information Technology / Engineering or related field (MBA or relevant certifications preferred)
Level - T6
Experience - 12+ Years in IT with strong experience in Service Delivery / IT Operations
Work Location - Bangalore
24x7 Shifts - No (however, should be flexible to support critical incidents or global clients if required)
Job Summary –
- The Service Delivery Manager is responsible for managing end-to-end IT service delivery, ensuring services are delivered as per agreed SLAs, KPIs, and business expectations.
- The role focuses on operational excellence, client satisfaction, service quality, and continuous improvement while acting as the primary interface between clients, technical teams, and support functions.
- This role is accountable for translating business strategy and operational needs into structured, executable IT initiatives and ensuring successful end-to-end delivery of technology solutions.
- The SDM acts as the front door to IT for their business stakeholders owning demand intake, shaping solutions, driving cross-functional execution, and ensuring measurable business value realization.
- This is not a purely project management role. It is a hybrid leadership position requiring strong business partnership, governance discipline, and delivery accountability.
Responsibilities
Key Responsibilities: Strategic Business Partnership
• Serve as the dedicated IT partner for assigned business units.
• Build trusted relationships with senior business leaders.
• Develop deep understanding of business strategy, priorities, and operational challenges.
• Act as the single point of coordination for IT engagement with those business functions.
• Proactively identify technology opportunities that improve efficiency, risk posture, and business performance.
Demand Management & Solution Shaping
• Own and manage the intake of current business requests.
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