Job DescriptionJob Title: Service Delivery Manager (SDM) NExperience Level: Min: 12 Years | Max: 25 Years NLocation: Chennai / Pune NJob Requirements*n N 10+ years of experiencein 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 Solid 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 financialmanagement, 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. NnKey Responsibilities* NService Delivery Management Nn Manage end-to-endservicedelivery 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, andmonthly service reviews with customers and internal stakeholders.



NnGovernance & Reporting Nn 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. NnIncident & Escalation Management Nn Act as escalationmanagerfor critical incidents and major service disruptions. N Coordinate cross-functional teams to restore services and minimize business impact. N Drive root cause analysis and corrective action tracking. NnCustomer Relationship Management Nn Build trusted relationships with business and customer stakeholders. N Manage customer expectations and ensure high customer satisfaction. N Identify opportunities forservice enhancement and account growth. NnTeam & Resource Management Nn Lead and mentor deliverymanagers, team leads, and support teams. N Manage workforce planning,utilization, training, and capability development. N Support talent management,succession planning, and employee engagement initiatives. NnFinancial & VendorManagement Nn Manage service delivery budgets, forecasts, and resource optimization. N Monitor vendor performanceand contractual compliance. N Support renewal discussions, audits, and business reviews. NnContinuous Improvement & Transformation Nn Drive automation,standardization, and operational excellence initiatives. N Implement service improvement programs and process optimization. NnSupport cloud transformation, workplace modernization, and digital initiatives

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