NEWVISION SOFTWARE · JOB DESCRIPTION · CONFIDENTIAL · JUNE 2026
Service Delivery Manager (SDM)
Applications · Infrastructure · Cloud Computing · Digital Workplace · ServiceNow
Experience: 9–12 Years Total | 4–7 Years SDM Function: Delivery Management
Geography: India / Europe / USA Location: Pune — Hybrid mode Engagement: MSP · Transformation · Support
1 · ROLE OVERVIEW
The Service Delivery Manager (SDM) is a senior leadership role responsible for end-to-end delivery of managed services and transformation engagements across a multi-technology portfolio spanning Applications, Infrastructure, Cloud Computing, Digital Workplace, and ServiceNow practices. The incumbent is the primary accountable owner for delivery excellence, client satisfaction, SLA compliance, and sustainable business outcomes across global accounts.
Operating at the intersection of technology delivery, client partnership, and commercial governance, the SDM drives measurable value through proactive service management, operational rigour, and continuous improvement.
This role requires the ability to manage complexity across geographies, technologies, and stakeholder ecosystems while maintaining a consistent focus on client success and organisational growth objectives.
Accountability Statement: The SDM owns delivery outcomes — not merely coordinates them. Success is measured by client retention, SLA/OLA adherence, margin performance, team capability, and the demonstrable adoption of AI-led and automation-driven service improvements across all managed accounts.
2 · KEY RESPONSIBILITIES
A · Service Delivery & Operations Management
- Own end-to-end service delivery for assigned accounts, ensuring all contractual SLA and OLA commitments are consistently met or exceeded.
- Govern incident, problem, change, and request management processes in alignment with ITIL best practices; maintain a live ITSM governance log.
- Drive structured operational reviews — weekly, monthly, and quarterly — with delivery te
📌 Service Delivery Manager (Pune)
🏢 NewVison
📍 Pune