Job Title: Service Delivery Manager (SDM) /n Experience Level: Min: 12 Years | Max: 25 Years /n Location: Chennai / Pune /n Job Requirements* /n /n

- 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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- Robust 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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- Solid stakeholder management and executive communication skills.

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

/n /n Key Responsibilities* /n Service Delivery Management /n /n

- 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.

/n /n Governance & Reporting /n /n





- 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.

/n /n Incident & Escalation Management /n /n

- 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.

/n /n Customer Relationship Management /n /n

- 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.

/n /n Team & Resource Management /n /n

- 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.

/n /n Financial & Vendor Management /n /n

- 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.

/n /n Continuous Improvement & Transformation /n /n

- Drive automation, standardization, and operational excellence initiatives.

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- Implement service improvement programs and process optimization.

/n /n Support cloud transformation, workplace modernization, and digital initiatives

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