The Service Delivery Manager is responsible for the operational service delivery and the day-to day relationship for the assigned customer accounts. Responsibilities include 24x7 IT operation support using an ITIL framework, strategic planning, customer meetings, capacity planning and forecast, operations and headcount forecast and budgeting, vendor management, audit compliance , along with planning, assigning and directing work, and accountable for overall delivery.

Primary Responsibilities:
Primary accountability for delivery within the boundaries of the contractual agreements, while ensuring Service Levels are met including capacity management (logistics, planning and execution) and performance management.
Ensure that Hitachi Vantara meets or exceeds the SLAs and Contract Deliverables.
Accountable for the overall delivery team that handles the day-to-day operations of the infrastructure for which Hitachi Vantara is responsible.
Conduct weekly and monthly service review meetings and review service performance reports with customer account team.




Conduct monthly governance meetings with internal operations team.
Act as the situation manager in the event of a critical incident for the assigned account(s).
Owns and ensures timely incident escalation occurs in accordance with established escalation matrix, policies, procedures and SLA requirements for the assigned account(s).
Coordinate problem management process with technical leads and review root cause analysis reports for critical incidents to be provided to customers.
Analyzing and reporting actual to contracted SLA performance levels.
Review, track and report on SLA breach reports, service credits and service improvement plans.
Reports to the India PS delivery lead and supports the account teams in furthering the relationship customers.
Owns the creation, establishment and maintenance of IT policies, procedures and practices using ITIL framework to efficiently manage the storage infrastructure.
Ensuring complian

📌 Junior Service Delivery Manager (Mumbai)
🏢 Suzva Software Technologies
📍 Mumbai