The Service Delivery Manager is responsible for ensuring the successful delivery of IT managed services. The role acts as the primary operational interface between stakeholders, delivery teams, suppliers, and management, ensuring SLA compliance, service excellence, customer satisfaction, operational efficiency, and continuous improvement.

Key Responsibilities

- Own end-to-end service delivery across multiple support towers.
- Ensure contractual obligations, KPIs, SLAs are consistently achieved.
- Conduct Weekly, Monthly Service Reviews and Quarterly Business Reviews (QBRs).
- Monitor service performance and drive corrective actions for SLA deviations.
- Manage service risks, escalations, and customer concerns proactively.
- Act as the primary operational point of contact for stakeholders.
- Build trusted relationships with customer leadership teams.
- Present operational performance, service improvements, risks, and strategic initiatives.
- Ensure alignment between customer expectations and delivery outcomes.
- Review service health, backlog trends, ageing tickets, major incidents, and recurring issues.
- Ensure smooth coordination across Service Desk, Workplace, Infrastructure, SAP, Cloud, Security, and Application teams.
- Coordinate supplier and vendor performance management activities.




- Lead Continual Service Improvement (CSI) initiatives.
- Drive automation, standardisation, and operational optimisation programmes.
- Identify cost-saving opportunities and productivity improvements.
- Support budget management and resource planning.
- Track productivity gains and cost optimisation initiatives.
- Support contract governance, SOW management, and service expansion opportunities.
- Lead cross-functional delivery teams.
- Drive employee engagement, skill development, succession planning, and performance management.
- Foster a customer-centric and service-oriented culture.

͏ ͏ ͏ ͏ Mandatory Skills: Delivery Management .

Experience: 8-10 Years

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📌 SERVICE DELIVERY MANAGER (Pune)
🏢 Wipro
📍 Pune