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.
Robust 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 Relationshi

📌 Service Delivery Manager (India)
🏢 Tata Consultancy Services
📍 India