Job Title: Service Delivery Manager (SDM)

Experience Level: Min: 12 Years | Max: 25 Years

Location: Chennai / Pune

Job Requirements*

- 10+ years of experience in IT Infrastructure Services, Service Management, or Managed Services.
- Proven experience leading global service delivery operations across infrastructure, cloud, workplace, network, service desk, or application support environments.
- Strong knowledge of ITIL-based service management processes.
- Experience managing customer engagements, escalations, governance reviews, and operational reporting.
- Expertise in service performance management including SLA, KPI, CSAT, and service improvement initiatives.
- Ability to manage multi-location delivery teams comprising onsite, offshore, and partner resources.
- Experience in financial management, resource planning, forecasting, budgeting, and productivity optimization.
- Hands-on exposure to ServiceNow and enterprise ITSM tools.
- Solid stakeholder management and executive communication skills.
- Experience working in manufacturing, retail, healthcare, banking, or global enterprise environments is preferred.

Key Responsibilities*

Service Delivery Management

- Manage end-to-end service delivery for assigned accounts or portfolios.
- Ensure delivery commitments are met as per agreed SLAs, OLAs, and contractual obligations.
- Monitor operational performance and drive continuous service improvements.
- Lead daily, weekly, and monthly service reviews with customers and internal stakeholders.

Governance & Reporting





- Prepare governance dashboards, KPI reports, SLA reviews, and executive summaries.
- Conduct operational reviews and present service performance to leadership.
- Track service risks, dependencies, and mitigation plans.

Incident & Escalation Management

- Act as escalation manager for critical incidents and major service disruptions.
- Coordinate cross-functional teams to restore services and minimize business impact.
- Drive root cause analysis and corrective action tracking.

Customer Relationship Management

- Build trusted relationships with business and customer stakeholders.
- Manage customer expectations and ensure high customer satisfaction.
- Identify opportunities for service enhancement and account growth.

Team & Resource Management

- Lead and mentor delivery managers, team leads, and support teams.
- Manage workforce planning, utilization, training, and capability development.
- Support talent management, succession planning, and employee engagement initiatives.

Financial & Vendor Management

- Manage service delivery budgets, forecasts, and resource optimization.
- Monitor vendor performance and contractual compliance.
- Support renewal discussions, audits, and business reviews.

Continuous Improvement & Transformation

- Drive automation, standardization, and operational excellence initiatives.
- Implement service improvement programs and process optimization.

Support cloud transformation, workplace modernization, and digital initiatives

📌 Service Delivery Manager (SDM) (Maharashtra)
🏢 Tata Consultancy Services
📍 Maharashtra