Service Delivery Manager Managed Services

Location: Noida

Work Mode: Hybrid

Shift: 2:00 PM 11:00 PM

Experience: 12 - 15+ Years

Notice Period: Immediate Joiners / Maximum 30 Days

About the Role

We are looking for an experienced Service Delivery Manager with strong hands-on experience in IT Managed Services and Enterprise Application Support.

This is a client-facing service delivery role, not a pure project management or infrastructure operations position. The candidate should have experience owning ongoing managed-services engagements, service performance, SLAs/KPIs, client governance, escalations, resource planning and delivery operations.

The ideal candidate will have managed enterprise applications in a Managed Services environment, worked with distributed/global teams and have strong exposure to Agile/Scrum-based delivery.

Key Responsibilities

- Own end-to-end delivery of IT Managed Services engagements for enterprise clients.
- Manage day-to-day service delivery, operational performance and customer satisfaction.
- Act as the primary delivery contact for clients, business stakeholders and leadership teams.
- Own SLA, KPI, service performance and governance reviews.
- Manage customer escalations, delivery risks and service-related issues through timely resolution.
- Lead and govern Incident, Problem, Change and Release Management processes.
- Drive Agile/Scrum practices including sprint planning, backlog management, Scrum ceremonies and continuous improvement.
- Work closely with Engineering, Product, Infrastructure,



QA and Support teams to ensure stable and continuous service delivery.
- Manage resource planning, capacity, utilization, forecasting and delivery budgets.
- Track service metrics, operational performance, customer satisfaction and delivery commitments.
- Lead continuous improvement, automation and operational efficiency initiatives.
- Mentor Delivery Leads, Scrum Masters and delivery teams.
- Support account growth, commercial discussions and operational planning where required.

Mandatory Experience Please apply only if you have substantial experience in the following:

- 12- 15+ years of overall IT experience, with significant experience in Service Delivery / Managed Services / Program Delivery / Operations.
- Hands-on experience managing IT Managed Services engagements.
- Experience supporting or delivering Enterprise Applications in a Managed Services environment.
- Strong experience managing SLAs, KPIs, governance reviews and customer escalations.
- Experience with Incident, Problem, Change and Release Management.
- Strong understanding of Agile/Scrum, sprint planning, backlog management and continuous improvement.
- Experience managing distributed/cross-functional delivery teams.
- Solid client-facing and stakeholder management experience with global clients.
- Experience in resource planning, capacity forecasting, utilization and delivery planning.
- Strong understanding of service delivery metrics and operational governance.

📌 Service Delivery Manager (Noida)
🏢 Daten Technology Solutions
📍 Noida