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.
- Robust 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.
- Strong 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 corre

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