Job DescriptionJob Title: Service Delivery Manager (SDM)
NExperience Level: Min: 12 Years | Max: 25 Years
NLocation: Chennai / Pune
NJob Requirements*
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- 10+ years of experiencein IT Infrastructure Services, Service Management, or Managed Services. N
- Proven experience leading global service delivery operations across infrastructure, cloud, workplace, network, service desk, or application support environments. N
- Solid knowledge of ITIL-based service management processes. N
- Experience managing customer engagements, escalations, governance reviews, and operational reporting. N
- Expertise in service performance management including SLA, KPI, CSAT, and service improvement initiatives. N
- Ability to manage multi-location delivery teams comprising onsite, offshore, and partner resources. N
- Experience in financialmanagement, resource planning, forecasting, budgeting, and productivity optimization. N
- Hands-on exposure to ServiceNow and enterprise ITSM tools. N
- Strong stakeholder management and executive communication skills. N




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

nKey Responsibilities*
NService Delivery Management
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- Manage end-to-endservice delivery for assigned accounts or portfolios. N
- Ensure delivery commitments are met as per agreed SLAs, OLAs, and contractual obligations. N
- Monitor operational performance and drive continuous service improvements. N
- Lead daily, weekly, andmonthly service reviews with customers and internal stakeholders. N

nGovernance & Reporting
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- Prepare governance dashboards, KPI reports, SLA reviews, and executive summaries. N
- Conduct operational reviews and present service performance to leadership. N
- Track service risks, dependencies, and mitigation plans. N

nIncident & Escalation Management
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- Act as escalationmanager for critical incidents and major service disruptions. N
- Coo

📌 Service Delivery Manager (India)
🏢 Tata Consultancy Services
📍 India