Job requisition ID 90129 Date Sep 30 2025 Location Bengaluru Eco space Designation Manager Entity Deloitte Touche Tohmatsu India LLP Role Summary The Service Delivery Manager SDM is responsible for ensuring consistent high-quality IT service delivery to clients end-users This role oversees service desk operations incident problem change management SLAs and end-to-end service performance The SDM acts as the primary liaison between IT business stakeholders and vendors to ensure services align with business objectives Key Responsibilities Service Delivery Operations Own overall IT service delivery ensuring SLA and KPI adherence Oversee L1 L1 5 L2 and vendor teams to maintain service continuity Drive incident problem and change management processes Proactively monitor and improve service performance availability and reliability Governance Stakeholder Management Act as the single point of contact for business stakeholders Conduct regular service review meetings with clients and vendors Publish service performance dashboards and reports Manage escalations and ensure timely resolution of critical issues Continuous Improvement Transformation Identify opportunities for process standardization and automation Lead service transition and transformation initiatives Drive CSAT Customer Satisfaction improvements Ensure compliance with ITIL best practices and governance frameworks Team Vendor Management Provide leadership to service desk leads engineers and coordinators Manage vendor performance and contracts in alignment with SLAs Enable training mentoring and knowledge sharing across teams

📌 Manager | Service Delivery | Bengaluru Eco Space | Technology Strategy & Transformation (Karnataka)
🏢 Deloitte
📍 Karnataka