Proven experience in IT service delivery or service management endpoint solutions
3 years of handon experience with SDM role
Ability to work effectively with people across different geographies time zones and cultures
Proven ability to lead motivate and develop multidisciplinary teams
Strong organizational and communication skills both written and verbal
Able to manage multiple priorities and concurrent projects in a structured and autonomous manner
Analytical mindset with the ability to resolve conflicts and make decisions under pressure
Comfortable working in fastpaced agile and international environments
Commitment to delivering highquality reliable and secure IT services
Ability to interpret and analyze service metrics and KPIs
Cybersecurity sensitivity and awareness
High integrity and professionalism
Role Summary The Service Delivery Manager drives daytoday operations management monitors service quality against KPIs and SLAs and delivers actionable reporting analytics and dashboards to ensure full visibility and continuous performance excellence across the Modern Workplace domain
Certifications Qualifications
Bachelors or Masters degree in Computer Science Information Technology or related field
ITIL certified
Fluency in English mandatory
Key Competencies
Proficiency inServiceNow SNOWfor incident problem change and CMDB management
Proficiency inPowerBIfor dashboarding reporting and service analytics
Proficiency inMicrosoft PowerPoint with the ability to design clear structured and visually impactful presentations tailored to both operational and executive audiences
Key Responsibilities
Operations Daily Activity Management
Coordinate daily operations including user provisioning deprovisioning access reviews and service requests lifecycle
Facilitate and oversee expert teams during incident and problem management processes
Manage escalations crises and exceptional situations with structured communication and resolution frameworks
Support process compliance CMDB accuracy documentation quality and overall service quality SLA adherence
Integrate new services into the operational landscape ensuring seamless onboarding and knowledge transfer
Reporting Analytics Dashboarding
Design maintain and evolve service performance dashboards usingPowerBI providing realtime visibility to operational and executive stakeholders
Track and report on service metrics through regular dashboards and executivelevel reports
Interpret and analyze service data to generate actionable insights anticipate risks and support decisionmaking
Prepare periodic performance reviews for internal and external stakeholders
Continuous Service Improvement
Identify and implement process improvements to optimize service delivery efficiency and enduser experience
Lead or contribute to CSI Continuous Service Improvement initiatives using ITIL frameworks and service data analysis
Facilitate training awareness sessions and communications on updated processes and tools for endusers and stakeholders
Compliancy Governance
Support internal and external audits by providing the necessary documentation and evidence
Ensure adherence to security data protection and compliance standards across all managed services
Maintain and enforce governance frameworks for service providers and internal teams
Skills
Mandatory Skills : SDM
📌 Service Delivery Manager (Secunderabad)
🏢 .
📍 Secunderabad
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