Job Description

Job Title: Service Delivery Manager (SDM)

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Experience Level: Min: 12 Years | Max: 25 Years

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Location: Chennai / Pune

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Job Requirements*

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- 10+ years of experience in IT Infrastructure Services, Service Management, or Managed Services.
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- Proven experience leading global service delivery operations across infrastructure, cloud, workplace, network, service desk, or application support environments.
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- Solid knowledge of ITIL-based service management processes.
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- Experience managing customer engagements, escalations, governance reviews, and operational reporting.
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- Expertise in service performance management including SLA, KPI, CSAT, and service improvement initiatives.
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- Ability to manage multi-location delivery teams comprising onsite, offshore, and partner resources.
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- Experience in financial management, resource planning, forecasting, budgeting, and productivity optimization.
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- Hands-on exposure to ServiceNow and enterprise ITSM tools.
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- Strong stakeholder management and executive communication skills.
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- Experience working in manufacturing, retail, healthcare, banking, or global enterprise environments is preferred.
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Key Responsibilities*

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Service Delivery Management

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

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

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- Act as escalation manager for critical incidents and major service disruptions.
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- Coordinate cross-functional teams to restore services and minimize business impact.
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- Drive root cause analysis and corrective action tracking.
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Customer Relationship Management

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- Build trusted relationships with business and customer stakeholders.
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- Manage customer expectations and ensure high customer satisfaction.
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- Identify opportunities for service enhancement and account growth.
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Team & Resource Management

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- Lead and mentor delivery managers, team leads, and support teams.
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- Manage workforce planning, utilization, training, and capability development.
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- Support talent management, succession planning, and employee engagement initiatives.
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Financial & Vendor Management

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- Manage service delivery budgets, forecasts, and resource optimization.
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- Monitor vendor performance and contractual compliance.
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- Support renewal discussions, audits, and business reviews.
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Continuous Improvement & Transformation

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- Drive automation, standardization, and operational excellence initiatives.
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- Implement service improvement programs and process optimization.
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Support cloud transformation, workplace modernization, and digital initiatives

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