Job Description
Job Title: Service Delivery Manager (SDM)
nExperience Level: Min: 12 Years | Max: 25 Years
nLocation: Chennai / Pune
nJob Requirements*
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- 10+ years of experience in IT Infrastructure Services, Service Management, or Managed Services.n
- Proven experience leading global service delivery operations across infrastructure, cloud, workplace, network, service desk, or application support environments.n
- Robust knowledge of ITIL-based service management processes.n
- Experience managing customer engagements, escalations, governance reviews, and operational reporting.n
- Expertise in service performance management including SLA, KPI, CSAT, and service improvement initiatives.n
- Ability to manage multi-location delivery teams comprising onsite, offshore, and partner resources.n
- Experience in financial management, resource planning, forecasting, budgeting, and productivity optimization.n
- Hands-on exposure to ServiceNow and enterprise ITSM tools.n
- Strong stakeholder management and executive communication skills.n




- Experience working in manufacturing, retail, healthcare, banking, or global enterprise environments is preferred.n

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

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

nIncident & Escalation Management
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- Act as escalation manager for critical incidents and major service disruptions.n
- Coordinate cross-functi

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