Job Summary

The Service Delivery Manager (SDM) is responsible for ensuring the effective and efficient delivery of IT services to customers while maintaining agreed service levels and customer satisfaction. The role involves managing service operations, driving process improvements, monitoring SLAs/KPIs, handling escalations, and coordinating with internal and external stakeholders to ensure seamless service delivery.

Key ResponsibilitiesService Delivery Management

- Ensure delivery of IT services in accordance with agreed SLAs, OLAs, and contractual obligations.
- Monitor service performance and implement corrective actions when required.
- Manage service delivery across multiple technology towers and teams.
- Conduct regular service review meetings with customers and stakeholders.

Incident, Problem & Change Management

- Oversee major incident management and ensure timely resolution.
- Drive root cause analysis (RCA) and preventive actions for recurring issues.
- Review and approve change requests while minimizing service disruptions.
- Ensure adherence to ITIL processes and best practices.

Customer & Stakeholder Management

- Act as the primary point of contact for service-related escalations.
- Build and maintain strong customer relationships.
- Provide regular service reports, dashboards, and performance updates.
- Manage customer expectations and ensure high levels of satisfaction.

SLA & Performance Management

- Track SLA/KPI compliance and service quality metrics.
- Analyze trends and develop improvement plans.
- Drive continuous service improvement initiatives.
- Ensure compliance with audit, security, and governance requirements.

Team Leadership

- Lead and mentor service delivery teams.
- Conduct performance reviews and skill development activities.
- Coordinate with cross-functional teams including Infrastructure, Network, Security, Cloud,



and Service Desk teams.
- Support resource planning and capacity management.

Governance & Compliance

- Ensure adherence to organizational policies, SOPs, and industry standards.
- Participate in audits and compliance reviews.
- Manage risk mitigation and business continuity planning.

Skill RequirementsRequired SkillsTechnical Skills

- Strong understanding of IT Infrastructure operations.
- Knowledge of Windows, Linux, Network, Cloud, and Security environments.
- Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira, or ManageEngine.
- Good understanding of ITIL framework and service management processes.
- Experience in SLA/KPI reporting and dashboard preparation.

Soft Skills

- Strong leadership and people management skills.
- Excellent communication and stakeholder management.
- Customer-focused approach with strong problem-solving abilities.
- Conflict resolution and escalation management expertise.
- Solid analytical and reporting skills.

Qualifications

- Bachelor's degree in Computer Science, Information Technology, or related field.

Other Requirements

- ITIL Foundation/Intermediate Certification preferred.
- PMP, PRINCE2, Agile, or Scrum certifications are an added advantage.

Key Performance Indicators (KPIs)

- SLA Achievement (%)
- Customer Satisfaction Score (CSAT)
- Incident Resolution Time
- Service Availability/Uptime
- Escalation Reduction
- Audit & Compliance Score
- Change Success Rate
- Continuous Improvement Initiatives Delivered

Preferred Experience

- Experience managing enterprise IT Infrastructure and Managed Services environments.
- Experience handling service delivery for large accounts with multi-location support.
- Proven experience in customer governance, service review meetings, and contract management.
- Experience driving automation, process improvement, Lean IT, or Kaizen initiatives.

📌 Sr Program Director (India)
🏢 HCL Technologies
📍 India