Reference 26000HAY

Responsibilities

Role Overview

The Service Delivery Manager is responsible for overseeing the delivery, governance, and continual improvement of a portfolio of enterprise and custom-developed tools that support business and operational functions globally. Acting as the primary "front door" for all incoming requests, demands, and initiatives, the role ensures effective prioritization, stakeholder engagement, project delivery, service quality, security compliance, and operational excellence.

This position serves as the central coordination point between business stakeholders, engineering teams, vendors, and leadership, driving the successful execution of projects, enhancements, vulnerability remediation activities, and strategic transformation initiatives. The role also represents the Tooling & Continuous Improvement function in various governance, operational, and leadership forums.

Required

Profile required

Service Delivery & Front Door Management

Own and manage the intake, triage, prioritization,



and governance of all requests entering the Tooling & Continuous Improvement function.
Act as the primary point of contact for stakeholders seeking support, enhancements, new capabilities, or strategic initiatives.
Ensure requests are appropriately assessed, prioritized, and assigned based on business value, risk, and resource availability.
Maintain visibility of service performance, customer satisfaction, and delivery commitments.

Project & Portfolio Management

Lead the planning, coordination, and delivery of tooling-related projects and transformation initiatives.
Manage project timelines, milestones, dependencies, budgets, risks, and stakeholder communications.
Coordinate cross-functional teams to ensure successful project execution and adoption.
Track and report project progress and advantages realization to leadership.

Tooling Governance & Operations

Oversee the operational health, lifecycle management, and continuous improvement of enterp

📌 Service Delivery Manager – Tooling (Bengaluru)
🏢 Societe Generale Global Solution Centre
📍 Bengaluru