Service Delivery Manager

Location : Bangalore ( India)

Full Time Role !

Job Summary

We are seeking an experienced Service Delivery Manager to oversee the delivery of IT services, ensure SLA/KPI compliance, manage client relationships, and drive continuous improvement across service operations. The ideal candidate will have strong experience in service management, stakeholder management, reporting, and operational governance.

Key Responsibilities

- Manage end-to-end IT service delivery and ensure services meet agreed SLAs, KPIs, and business objectives.
- Serve as the primary point of contact for clients and key stakeholders regarding service performance, issues, escalations, and operational updates.
- Lead daily/weekly/monthly service reviews and prepare service performance reports, dashboards, and metrics.
- Monitor incidents, service requests, problems, and escalations to ensure timely resolution.
- Identify service delivery gaps and implement continuous improvement initiatives.
- Coordinate with technical, infrastructure, application, and support teams to resolve critical issues.
- Manage major incidents and ensure proper root cause analysis (RCA) and corrective/preventive actions.
- Track operational risks, dependencies, action items, and service improvement plans.
- Maintain solid governance around change management, incident management, problem management, and capacity management.
- Prepare and present management reports, including SLA compliance, incident trends, service performance,



and operational KPIs.
- Support resource planning, workload management, and prioritization across service teams.
- Ensure adherence to organizational policies, ITIL processes, and compliance requirements.
- Build strong relationships with internal teams, vendors, and external clients.

Required Skills & Qualifications

- Bachelor’s degree in IT, Computer Science, Business, or a related field.
- 7+ years of experience in IT Service Management / Service Delivery.
- Strong understanding of ITIL framework and IT service management processes.
- Experience managing SLAs, KPIs, OLAs, escalations, and service governance.
- Excellent client-facing and stakeholder management skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Experience with service management tools such as ServiceNow, Jira, or similar platforms.
- Strong experience with MS Excel, reporting, dashboards, and data analysis.
- Excellent communication, presentation, and leadership skills.
- Ability to manage multiple priorities and work effectively in a fast-paced workplace.

Preferred Qualifications

- ITIL certification.
- Experience with ServiceNow or other ITSM platforms.
- Experience managing large enterprise clients or global service operations.
- PMP, Scrum Master, or other relevant certifications.
- Experience with process improvement, automation, and operational transformation.

Regards,

Radiantze Inc.

📌 Information Technology Service Delivery Manager (Bengaluru)
🏢 Radiantze
📍 Bengaluru