Role:

Service Delivery Manager

Total years of experience:

12+ Years

Relevant years of experience

10+ Years

Roles and Responsibilities
- Accountable for end-to-end Infrastructure and Cloud services operations of the assigned customer
- P&L; responsibilities for the operations, must have good financial understanding of the project P&L;
- Accountable for the Quality and audits for the client.
- Identify and implement best practices; drive change within the team to strengthen to the control framework
- Develop and maintain relationships with the Client Management team
- Partner with Training team to identify and implement robust training on within operations
- Works well individually & in teams, shares information, supports colleagues and encourages participation
- Ensure adherence to SLAs and processes.
- Liaise with the Customer as focal point for all high priority & major incidents reported
- Provide technical direction and coordination to the resolver groups involved
- Provide support and participate in the Change Control Board and change control process




- Provide appropriate inputs to the problem management process, RCA preparation
- Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management
- Conducting Weekly and Monthly review meetings with Customer and Internal teams
- Maintain all the KPIs within SLA and working on Continuous Improvement Plan for overall betterment of the system
- Able to work effectively at all levels in an organization.

Key competencies:
- Must have Infrastructure Technologies and Cloud operations & Security overview
- People Management responsibilities including hiring, performance management, feedback management and issue resolution
- Must have Analytical and Problem-solving skills
- Robust interpersonal skills are must and should be able to work with onshore offshore business models
- Must have knowledge on ITSM processes
- Should have Automation knowledge
- Should have Public Cloud expe

📌 Service Delivery Manager (Hyderabad)
🏢 Tech Mahindra
📍 Hyderabad