This is an internal position.

Location: IN - Bangalore 24/7 | Job-ID: 218979 | Contract type: Standard | Business Unit: IT Consulting
Life on the team

As a Senior Service Delivery Manager, you will play a critical leadership role in ensuring IT services are stable, resilient, and customer-focused, aligned to business priorities. You will act as a trusted partner to senior business and IT stakeholders, driving service excellence through solid governance, performance oversight, and continuous improvement.
You will lead service delivery practices across the organisation, providing strategic direction, operational assurance, and service maturity leadership, while coaching and mentoring Service Delivery Managers to enhance capability and consistency.
This role operates at the heart of IT and business collaboration, ensuring services are delivered effectively, risks are managed proactively, and customer expectations are consistently exceeded.

What you’ll do

Service Governance & Leadership (30%)

Provide leadership across incident, problem, change, availability, and risk management




Own and evolve the end-to-end Service Delivery Management model
Lead service governance forums, performance reviews, and operational decision-making
Act as a role model for service management excellence and leadership behaviours

Stakeholder & Escalation Management (20%)

Act as a senior escalation point for major incidents, service risks, and recurring issues
Build strong partnerships with senior business stakeholders, ensuring proactive and transparent communication
Manage escalations effectively, balancing business impact, customer expectations, and operational constraints

Service Performance & Improvement (20%)

Drive Problem Management outcomes, including root cause analysis and preventative actions
Analyse service performance data to identify trends and improvement opportunities
Promote a culture of continuous improvement, operational excellence, and service maturity
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