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The Position
Job description
The Specialist Service Delivery Manager (SDM) is a strategic leader responsible for service scope expansion, driving operational excellence, and directing the AI and Automation Roadmap. You will oversee the efficient and effective delivery of all managed services, serve as the main technical and procedural authority, and manage complex stakeholder interactions. This role is designed to lead Vendor Performance Management and to foster a culture of Continuous Service Improvement (CSI) within the Engineering L1 Support Team as part of the Global Operations organization.
Description of the area




Job Responsibilities
Scope / (Content Leadership): Drives and is accountable for the productive and effective delivery of all managed services. Leads current scope expansion and drives operational excellence by implementing key efficiencies.
Accountability/Problem Solving: Serves as the main technical and procedural authority, resolving complex escalations and clarifying ambiguities for the Managed Service Provider (MSP). Proactively identifies delivery risks and assesses their potential impact.
Stakeholder Management: Owns and facilitates service review meetings (including quarterly ones) with the Service Provider and the internal Service Owner. Ensures full alignment with Product Teams through open and timely communication.
Impact/Strategy: Leads the AI and Automation Roadmap for Global Operations Center (GOC) activities. Fosters a culture of Continuous Service Improvement (CSI), using monthly revi

📌 Service Delivery Manager (Hyderabad)
🏢 Roche
📍 Hyderabad