Job Title: Service Delivery Manager

Location: Pune

Experience: 12-20 Years

Interview Mode: Virtual

Interview Date: To Be Announced

About the Role

We are seeking an experienced Service Delivery Manager with a strong background in IT Infrastructure Services, Data Center Operations, IT Service Management (ITSM), and Managed Services Delivery. The ideal candidate will be responsible for leading end-to-end service delivery, driving operational excellence, managing enterprise customer relationships, governing ITIL processes, and ensuring seamless infrastructure operations across global environments.

Mandatory Skills & Qualifications

- 12+ years of experience in IT Infrastructure Services.
- Minimum 4+ years of experience in a Service Delivery Manager role supporting enterprise customers.
- Strong experience in Managed Services Delivery.
- Proven expertise in Data Center Operations and Infrastructure Management.
- Extensive experience in IT Service Management (ITSM) and ITIL Framework.
- ITIL Certification (Mandatory).
- Experience managing large-scale infrastructure environments covering:

- Servers

- Storage

- Network

- Cloud Services

- End User Computing (EUC)

- Strong experience in

- Major Incident Management

- Customer Escalation Management

- Service Governance

- Vendor Management
- SLA & KPI Management
- Experience managing global onsite and offshore delivery teams.
- Excellent customer-facing, stakeholder management, leadership, and communication skills.

Key Responsibilities

- Manage end-to-end service delivery for enterprise customers, ensuring compliance with SLAs, OLAs, KPIs, and contractual commitments.
- Lead day-to-day IT Infrastructure Operations, including Data Center, Server, Storage, Network, Cloud, and End User Services.
- Own and govern ITIL processes, including:

- Incident Management

- Problem Management

- Change Management

- Release Management





- Service Request Management

- Knowledge Management
- Drive operational governance through Daily, Weekly, Monthly, and Quarterly Service Reviews.
- Facilitate CAB/ECAB meetings and ensure successful implementation of planned changes.
- Manage Major Incidents, business-critical escalations, and executive stakeholder communications.
- Conduct Root Cause Analysis (RCA) and Post Incident Reviews (PIR) and drive corrective actions.
- Develop and execute Continuous Service Improvement (CSI) initiatives and Service Improvement Plans (SIPs).
- Monitor and improve operational KPIs, SLA performance, service availability, CSAT, and NPS metrics.
- Build solid relationships with customers, business stakeholders, and leadership teams.
- Manage vendor and partner relationships to ensure seamless multi-vendor service delivery.
- Lead and mentor onsite and offshore delivery teams while ensuring optimal resource utilization.
- Support infrastructure modernization, automation, AI, and AIOps initiatives.
- Ensure compliance with security, audit, risk, and governance requirements.
- Drive operational efficiency through process optimization and automation.

Preferred Skills

- Exposure to Cloud Platforms such as Azure, AWS, or GCP.
- Experience with Infrastructure Automation and Orchestration tools.
- Knowledge of AIOps, Digital Transformation, and Service Modernization initiatives.
- Strong analytical, reporting, and governance skills.
- Experience supporting large enterprise customers in managed services environments.

Role: Service Delivery Manager Experience: 12-20 Years

Location: Pune

Mandatory Certification: ITIL

Core Skills: IT Infrastructure Services, Data Center Operations, ITSM, Managed Services Delivery, Customer Management, Service Governance

Leadership Exposure: Global Onsite & Offshore Team Management

Domain Expertise: Infrastructure Operations, Managed Services, Enterprise Service Delivery, ITIL Governance, Data Center Management

📌 SDM (Pune)
🏢 Tata Consultancy Services
📍 Pune