- Role : Service Delivery Manager
Experience: 8-10 years in IT Operations, with experience in Service Delivery Management
- Location: Magarpatta, Pune
- Work Mode: 5 Days Working from Client Location (Mandatory)

Role Summary:

We are seeking an experienced Service Delivery Manager to oversee end-to-end service delivery, SLA/KPI governance, release planning, and deployment management across multi-domain infrastructure environments. The role will act as the primary escalation point for operational and commercial matters, while ensuring seamless release execution, change governance, and stakeholder management.

Key Responsibilities:

- Own overall service delivery, SLA/KPI performance, and governance across infrastructure domains.
- Manage major incidents, escalations, and customer communications.
- Oversee release calendars, deployment planning, and cross-domain coordination.
- Lead Change Advisory Board (CAB) discussions and facilitate go/no-go decisions.
- Ensure rollback planning, deployment validation, and post-release sign-off.
- Drive continuous service improvement initiatives and contract/service performance reviews.




- Produce governance reports and maintain strong relationships with internal and external stakeholders.

Required Skills & Experience:

- Strong knowledge of ITIL v4 processes, including Incident, Problem, Change, Request, Release, and Deployment Management.
- Experience with ServiceNow or similar ITSM platforms.
- Expertise in SLA/KPI management, service governance, and performance reporting.
- Release and deployment management across OS, Database, Network, Storage, Middleware, and Batch environments.
- Experience managing vendors, escalations, and cross-functional teams.
- Strong commercial, stakeholder, and risk management skills.

Certifications

Mandatory

- ITIL v4 Foundation

Preferred

- ITIL v4 Managing Qualified / Create, Deliver & Support (CDS)
- PMP or PRINCE2
- ServiceNow CSA
- Change Management Certification

Soft Skills

- Excellent stakeholder and executive-level communication.
- Strong leadership during critical incidents and high-pressure situations.
- Highly organized, proactive, and collaborative.
- Strong decision-making, negotiation, and problem-solving abilities.

📌 Service Delivery Manager (Pune)
🏢 AIonOS
📍 Pune