Service Delivery Manager
Kochi, Kerala, India
Full-Time
7+ Years Experience

ROLE OVERVIEW

We are looking for an experienced Service Delivery Manager to own end-to-end delivery of digital services for our Kochi-based team. This role is responsible for ensuring consistent, high-quality service delivery across projects, managing client and stakeholder relationships, and driving continuous improvement across delivery processes, SLAs, and team performance.

KEY RESPONSIBILITIES

- Own end-to-end service delivery for digital projects/programs, ensuring adherence to scope, timelines, quality, and budget.
- Act as the primary point of contact for client stakeholders, managing expectations, escalations, and service reviews.
- Define, track, and report on SLAs, KPIs, and delivery metrics; drive corrective action where targets are at risk.
- Lead and mentor cross-functional delivery teams (development, QA, support, infrastructure) to ensure smooth day-to-day operations.
- Manage resource planning, capacity, and utilization across active engagements.
- Drive service governance — including change management, incident/problem management, and continuous service improvement (CSI) initiatives.
- Own risk and issue management, proactively identifying delivery risks and implementing mitigation plans.
- Collaborate with pre-sales, account management, and technical teams on scoping, estimation, and onboarding of new engagements.




- Ensure compliance with ITIL/ITSM best practices and internal quality/process standards.
- Prepare and present regular status reports, dashboards, and business reviews to senior stakeholders and leadership.

REQUIRED SKILLS & EXPERIENCE

- 7+ years of overall experience in IT/technology services, with strong hands-on experience in digital service delivery.
- Proven experience managing end-to-end delivery of digital transformation, application support, or managed services engagements.
- Strong understanding of ITIL/ITSM frameworks (Incident, Problem, Change, and Service Level Management).
- Demonstrated experience managing client relationships and senior stakeholder communication.
- Solid grasp of Agile/Scrum and traditional delivery methodologies.
- Experience with SLA/KPI definition, reporting, and governance frameworks.
- Strong people management skills, including experience leading cross-functional/distributed teams.
- Excellent communication, negotiation, and problem-solving skills.
- Bachelor's degree in Engineering, Computer Science, IT, or a related field (MBA preferred but not mandatory).

VALUABLE TO HAVE

- ITIL Foundation or higher certification.
- PMP, PRINCE2, or Agile/Scrum certification (CSM/PSM).
- Prior experience in a digital/IT services, consulting, or product engineering environment.
- Exposure to service delivery tools such as ServiceNow, Jira, or similar ITSM/PM platforms.

📌 Service Delivery Manager (Kochi)
🏢 The HR Ally
📍 Kochi