Role Summary The Service Delivery Manager (SDM) is responsible for end-to-end service delivery for the Managed Services team comprising technical engineers. The role ensures SLA adherence, service quality, CSAT performance, and operational efficiency across multi-domain service environments.

This is a semi-technical leadership role requiring high-level technical understanding, strong governance, cross-functional coordination, and stakeholder management. The SDM acts as the primary SPOC for customer engagements and escalations.

Key Responsibilities
Team Leadership & Management
Lead and manage a team of up to 10 technical engineers
Monitor and drive team OKRs and performance
Conduct regular performance reviews and provide feedback
Build a robust customer-first and ownership culture
Service Delivery & Governance
Drive service delivery performance across enterprise accounts
Ensure 100% adherence to internal and external SLAs
Monitor service dashboards and implement corrective actions
Ensure compliance with defined delivery frameworks and quality standards
Conduct periodic customer review meetings (Monthly/Quarterly)
CSAT Governance
Drive customer satisfaction initiatives
Maintain annual CSAT score of 4+




Analyze customer feedback and implement improvements
Reporting & Analytics
Prepare and present service reports and dashboards
Track SLA performance, incident trends, ticket quality, and resolution timelines
Collaboration & Project Management
Ensure project deliverables meet agreed SLAs
Drive cross-team collaboration for service and project execution

Skills Key Skills & Competencies
Solid written and verbal communication
Stakeholder management
Cross-team collaboration
Data-driven decision making
SLA and service governance

Traits
Confident and proactive
Decisive and ownership-driven
Calm under pressure
Punctual and disciplined

Knowledge & Experience
6–10 years in Managed Services / Service Delivery roles
High-level understanding of cloud and security domains
Strong knowledge of ITIL concepts
Experience in reporting and analytics
Educational Qualifications
Bachelor’s degree in Engineering / IT / Computer Science (preferred)
ITIL Certification (preferred)
Service Delivery / Project Management certifications (valuable to have)

📌 Service Delivery Manager Thane
🏢 Technosprout
📍 Thane