Key Responsibilities
Customer Engagement & QBR OwnershipLead Quarterly Business Reviews (QBRs) with customers, demonstrating understanding of business impact and technical delivery.

Act as the primary point of contact for escalations and strategic discussions.
Service Quality & GovernanceEnsure ticket quality, RCA depth, and WSR accuracy across the team.

Monitor SLA/KPI adherence and drive corrective actions proactively.
Team Leadership & DevelopmentMentor and guide SDAs and L2s to improve delivery standards.

Identify skill gaps and work with HR and the internal team to upskill the team.
Process Improvement & ReportingOwn and improve delivery processes, including incident management, change management, and problem management.

Provide meaningful insights in reports that link technical performance to business outcomes.




Collaboration & Stakeholder Management

Work closely with internal stakeholders to align delivery with customer expectations.

Collaborate with cross-functional teams to resolve systemic issues.

Required Skills & Experience
8+ years of experience in IT Infrastructure or Managed Services
Robust technical background (L2+ level) with the ability to understand and challenge RCA and ticket resolutions
Excellent communication and presentation skills; able to lead customer meetings confidently
Proven experience in managing teams and driving performance
Exposure to ITIL processes and service delivery frameworks.

📌 Service Delivery Manager Bengaluru
🏢 Nasu Group
📍 Bengaluru