Role Purpose The Service Delivery Manager (Operational) will be responsible for overseeing day-to-day IT Service Management (ITSM) operations, ensuring adherence to service level agreements (SLAs), governance processes, reporting standards, and continuous service improvement initiatives. The role acts as a key liaison between internal teams, vendors, and stakeholders to ensure efficient and effective service delivery.

Key Responsibilities

- Manage and govern ITSM operations using ServiceNow.
- Monitor and report on Service Level Agreements (SLAs) and operational performance metrics.
- Develop and maintain service reporting, dashboards, and performance analytics.
- Ensure effective shift handover governance and operational continuity.
- Oversee knowledge management processes and ensure knowledge base accuracy.
- Coordinate with internal and external vendors to ensure service delivery commitments are met.
- Support Experience Level Agreement (XLA) data collection, analysis, and reporting.
- Facilitate and drive continuous improvement initiatives across service operations.
- Ensure compliance with established ITIL practices, operational processes, and governance requirements.

Required Qualifications & Certifications

Mandatory Certification

- ITIL 4 Managing Professional (MP) AXELOS
- As specified in RFP T19.
- Alternatively,



ITIL 4 Specialist certification may be considered if the Managing Professional designation is already held by SDM-01.

Preferred Certifications (Nice to Have)

- ServiceNow Certified System Administrator (CSA)
- Preferred due to regular usage of ServiceNow for SLA tracking, reporting, and operational management.
- ITIL 4 Specialist: Monitor, Support & Fulfil
- ITIL 4 Specialist: Create, Deliver & Support

Required Experience & Skills

- Strong experience in IT Service Management (ITSM) operations.
- Hands-on experience with ServiceNow administration, reporting, and dashboard management.
- Expertise in SLA monitoring, service performance reporting, and operational governance.
- Knowledge of ITIL-based service management processes and best practices.
- Experience in vendor management and stakeholder coordination.
- Robust analytical, reporting, and continuous improvement capabilities.
- Excellent communication and operational management skills.

Preferred Candidate Profile

- ITIL 4 Managing Professional or ITIL 4 Specialist certified.
- ServiceNow CSA certification preferred.
- Demonstrated experience managing operational service delivery in enterprise environments.

Proven ability to drive service improvements and maintain operational excellence

📌 Service Delivery Manager (IT Operations) (Hyderabad)
🏢 ValueLabs
📍 Hyderabad