Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

Responsibilities

IMMEDIATE JOINER - Offshore SDM Role, Hinjewadi Pune.

Role Description: The Senior Service Delivery Manager is a full time, remote role responsible for overseeing end-to-end service delivery for key client account in alignment with contractual commitments and performance standards. This role manages service delivery teams, coordinates cross-functional resources, and ensures IT services are delivered reliably, efficiently, and in accordance with IT service management best practices. Daily responsibilities include monitoring service performance metrics, leading incident and problem management activities, driving continuous improvement initiatives, and preparing reports and presentations for client and internal leadership. The Senior Service Delivery Manager will regularly interact with Tech Leads in daily calls and client stakeholders in WSR calls to understand business needs, address escalations, and maintain high levels of customer satisfaction.



The role also involves contributing to governance processes, risk management, and strategic planning to support long-term client relationships and service excellence.

•SPOC/Trusted Advisor for Sr. Service Delivery Manager, on all operational/tactical aspects.
•Orchestrate IT towers for Project Power by collaborating with tower leads, identify potential risks, address them before they turn into issues.
•Maintain RAID log and review with tower leads periodically.
•Drive Daily Standup/Governance call and track actions to closure.
•Liaise with other support teams i.e. HR, TIM, Security etc. for program governance
•Ensure compliance aspects of TechM/Client for all IT associates.
•Joint owner of Custom Applications tower along with Onshore Delivery Lead.
•Work closely with tower lead to ensure 0 client escalations, 100% SLA compliance as per SOW.
•Drive AI Infusement, automation,

📌 Senior Service Delivery Manager (Pune)
🏢 Tech Mahindra
📍 Pune