Service Delivery Manager - Managed IT Services (US Clients)

Location:
Ahmedabad, Gujarat

Shift:
US Shift (Night Shift)

Experience:
10-12 Years

About the Role:

We are looking for an experienced
Service Delivery Manager
to lead Managed IT Services delivery for our US-based clients. The ideal candidate will be responsible for ensuring high service quality, managing client relationships, leading technical teams, driving SLA compliance, and delivering exceptional customer experience across infrastructure, cloud, cybersecurity, and service desk operations.

Key Responsibilities:

Own end-to-end service delivery for multiple US clients

Act as the primary escalation point for clients and internal stakeholders

Ensure adherence to SLAs, KPIs, customer satisfaction, and contractual commitments

Lead Service Desk, Infrastructure, Cloud, Network, and Security support teams

Conduct service reviews, operational governance meetings, and QBRs

Drive incident, problem, and change management processes

Identify opportunities for process improvement and operational efficiency





Manage resource planning, utilization, and account profitability

Collaborate with Sales and Leadership teams on account growth and renewals

Required Qualifications

10-12 years of experience in IT Services / Managed Services

3+ years of experience in a Service Delivery Manager role

Experience managing US-based clients and stakeholder relationships

Strong understanding of ITIL processes and service management frameworks

Exposure to Cloud Platforms (Azure/AWS), Microsoft 365, Networking, Infrastructure, and Cybersecurity

Experience with ITSM tools such as ServiceNow, ConnectWise, Autotask, FreshService, or Jira

Preferred Certifications
- ITIL Foundation / Intermediate
- PMP / Prince2
- Microsoft Azure Certifications

What We're Looking For

Solid communication and client-facing skills

Excellent leadership and team management abilities

Problem-solving and decision-making mindset

Experience workin

📌 Information Technology Service Delivery Manager (Ahmedabad)
🏢 Analytix Business Solutions (India
📍 Ahmedabad