Service Delivery Manager
Experience - 8+ years
Budget - 18 LPA (Extendable)
Domain - Payments and Cards JOB MISSION As part of Payment Services, the individual will own end-to-end service delivery for assigned clients, ensuring operational stability, SLA compliance, customer satisfaction, and effective governance of contractual and commercial commitments. The role requires close collaboration with Support, Infrastructure, Engineering, DevOps, Security, Product, Finance, and Client teams to deliver high-quality services, manage risks and escalations, and drive continuous service improvement. JOB OBJECTIVES Service Delivery and Commercial Governance Own end-to-end service delivery and ensure adherence to SLAs, KPIs, contractual commitments, and service catalogue offerings. Monitor service performance, operational risks, escalations, backlog trends, and overall service health. Govern service consumption, effort tracking, chargeable activities, and support invoicing and commercial reporting processes. Manage change requests, out-of-scope activities, and contractual obligations in collaboration with internal and customer stakeholders. Ensure effective governance of incidents, problems, changes, releases, and service requests. Customer and Stakeholder Management Act as the primary service delivery contact for assigned clients. Conduct service reviews, governance meetings, SLA reviews, and escalation discussions. Provide regular reporting on service performance, risks, service consumption, and improvement initiatives. Manage customer expectations and communications during critical incidents and major service disruptions. Build strong relationships with customer stakeholders and ensure alignment between business needs and service delivery priorities..



Operational Excellence and Continuous Improvement Coordinate with Support, Infrastructure, Engineering, DevOps, Security, and Product teams to ensure service continuity and operational readiness. Oversee production changes, release readiness, and post-release stabilization activities. Ensure compliance with operational processes, security requirements, audit standards, and governance policies. Drive service improvement initiatives focused on stability, efficiency, automation, and customer experience. Support resource planning, capacity management, knowledge management, and operational maturity initiatives. · REQUIRED SKILLS Skill Levels Explanation: 1 - Beginner | 2 - Intermediate | 3 - Advanced | 4 - Expert Knowledge & Expertise Area of Expertise Level Service Delivery Management 4 Client & Stakeholder Management 4 SLA / KPI Governance 4 Incident, Problem & Escalation Management 4 ITIL / Service Management Processes 4 Operational Reporting & Governance 4 Payments Domain Knowledge 3 Commercial & Contract Governance 3 Service Catalogue Management 3 Infrastructure & Production Environment Understanding 3 Change & Release Management 3 Resource Planning & Capacity Management 3 Risk Management 3 English Language 4 Cross-Functional and Managerial Skills Competency Level Client Orientation 4 Leadership & Team Coordination 3 Communication & Presentation 4 Negotiation & Influence 3 Problem Solving 3 Risk Anticipation 4 Cross-Functional Collaboration 4 Decision Making 3 Continuous Improvement Mindset 3 VALUABLE TO HAVE SKILLS Area of Expertise Level PowerCARD Platform Knowledge 2 API & Middleware Understanding 2 Monitoring & Observability Tools 2 Cloud / DevOps Exposure 1 SQL / Database Understanding 1 Project Management Exposure 2 JOB HOLDER PROFILE Experience: Minimum 8+ years

📌 Service Delivery Manager (Pune)
🏢 Antal International
📍 Pune