Seeking an experienced IT Service Delivery Manager to lead end-to-end managed service delivery operations for enterprise clients. The role involves ensuring SLA compliance, operational governance, stakeholder management, escalation handling, and continuous service improvement across support and managed service engagements.

Responsibilities
- Manage client relationships and act as the primary escalation point for managed service accounts.
- Oversee SLA compliance, operational reporting, KPI tracking, and service review meetings.
- Lead continuous improvement initiatives across support operations and service delivery functions.
- Coordinate with support engineers, infrastructure teams, vendors, and client stakeholders to ensure smooth service operations.
- Define, implement, and enforce service delivery governance, operational processes, and best practices.
- Monitor service performance, incident trends, and customer satisfaction metrics.
- Manage escalations, risk mitigation, resource coordination, and operational issue resolution.
- Ensure adherence to ITIL processes,



compliance standards, and managed services frameworks.
- Support transition, onboarding, and delivery management activities for new client accounts.

Qualifications
- ITIL v4 certification or equivalent service management qualification.
- Experience managing multi-client managed service accounts within technology services environments.
- Strong understanding of service governance, KPI reporting, and operational performance management.
- Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, or Freshservice.
- Solid leadership, communication, stakeholder management, and escalation handling skills.
- Education: Bachelor s degree in Information Technology, Business Administration, Engineering, or a related field. Relevant ITIL or service management certifications and enterprise service delivery experience are highly preferred.

Disclaimer: This job posting has been aggregated from

📌 IT Service Delivery Manager (India)
🏢 Neotechie
📍 India