We are looking for an experienced Service Delivery Manager to lead service operations, manage customer relationships, ensure SLA compliance, and drive continuous service improvement. The candidate will act as the primary point of contact for customers and coordinate with technical teams, onsite engineers, vendors, and internal stakeholders to ensure reliable and high-quality service delivery.

Key Responsibilities
- Manage end-to-end delivery of managed IT, infrastructure, network, security, AV, and end-user support services.
- Act as the primary service contact for assigned customers and maintain solid stakeholder relationships.
- Ensure incidents, service requests, problems, and changes are handled within agreed SLAs.
- Monitor service performance, ticket queues, response times, resolution times, escalations, and customer satisfaction.
- Lead daily, weekly, and monthly service reviews with customers and internal teams.
- Prepare and present SLA reports, service dashboards, incident summaries, availability reports, and improvement plans.




- Manage critical incidents and coordinate technical teams, vendors, and customer stakeholders until service restoration.
- Ensure Root Cause Analysis reports and corrective action plans are completed for major incidents.
- Identify recurring issues, service gaps, operational risks, and opportunities for automation or process improvement.
- Manage onsite and remote support teams, including shift planning, resource allocation, attendance, leave, and backup coverage.
- Set team objectives, review engineer performance, provide feedback, and support training and development.
- Ensure proper ticket documentation, customer communication, escalation quality, and timely closure.
- Coordinate onboarding, transition, and stabilisation of new managed-service customers.
- Maintain service-management documentation, escalation matrices, SOPs, runbooks, asset records, and customer-specific procedures.
- Ensure compliance with change management,

📌 Hiring: Service Delivery Manager (India)
🏢 Power Bridge
📍 India