- Lead and manage end-to-end service delivery across multiple projects, teams, and client engagements.
- Manage service delivery teams and ensure services are delivered efficiently, consistently, and within agreed timelines.
- Define, monitor, and improve KPIs, SLAs, OLAs, and service performance metrics.
- Track project/service progress, resource utilization, budgets, risks, and operational performance.
- Act as the primary point of contact for clients and key stakeholders, ensuring solid relationships and effective communication.
- Ensure compliance with agreed Service Level Agreements (SLAs) and organizational service standards.
- Identify, manage, and resolve service reliability, operational, and performance issues.
- Drive incident, problem, and escalation management to minimize business impact and improve service availability.
- Conduct regular service reviews, governance meetings, and performance reviews with clients and internal stakeholders.
- Identify opportunities for process optimization, automation, cost reduction, and continuous service improvement.




- Manage risks, dependencies, escalations, and critical issues while ensuring timely resolution.
- Coordinate with technical, operations, infrastructure, application, and support teams to ensure seamless service delivery.
- Prepare and present service performance dashboards, KPI reports, SLA reports, and management updates.
- Ensure effective resource planning, capacity management, and team performance.
- Drive initiatives to improve customer experience, service quality, operational efficiency, and client satisfaction.
- Ensure adherence to organizational policies, processes, security standards, and compliance requirements.
- Support transition and transformation initiatives, including service onboarding, process changes, and technology modernization.
- Establish a culture of continuous improvement, accountability, and operational excellence across service delivery teams.

📌 IT Service Delivery Manager (Contract) (Chennai)
🏢 Saaki Argus And Averil Consulting
📍 Chennai