Position: Service Delivery Manager
Department: IT Services / Managed Services
Location: [Location]
Reporting To: [Operations Head / Delivery Head]

Job Summary

The Service Delivery Manager is responsible for overseeing the end-to-end delivery of IT services, ensuring service quality, operational efficiency, SLA compliance, customer satisfaction, and continuous service improvement. The role acts as the primary interface between customers, internal support teams, and management to ensure seamless service delivery and successful execution of contractual commitments.

Key Responsibilities
- Manage overall service delivery operations and ensure adherence to agreed SLAs, KPIs, and contractual obligations.
- Act as the primary point of contact for clients regarding service performance, escalations, and operational reviews.
- Lead Service Desk, Desktop Support, Field Support, and other operational teams to achieve service excellence.
- Conduct regular service review meetings with customers and internal stakeholders.
- Monitor incident, service request, problem,



and change management processes.
- Drive continuous service improvement initiatives and operational efficiency programs.
- Manage major incidents and ensure timely resolution of critical issues.
- Prepare and present MIS reports, SLA dashboards, and executive-level service reports.
- Coordinate resource planning, workforce management, and team performance monitoring.
- Identify operational risks and implement mitigation strategies.
- Ensure customer satisfaction through proactive engagement and relationship management.
- Support contract governance, renewals, and service transition activities.

Required Skills
- Strong understanding of ITIL processes and IT Service Management (ITSM).
- Experience managing Service Desk and Infrastructure Support operations.
- Excellent stakeholder and customer relationship management skills.
- Solid knowledge of SLA, KPI, CSAT, RCA, and Service Improvement Plans (SIPs).
- Experience

📌 Opening For Service Delivery Manager at Noida Salary 85 k CTC (Delhi)
🏢 Aforeserve
📍 Delhi