: Manager

IT Service Delivery (Multi-Tower)

Role Overview The Service Delivery Manager (SDM) is responsible for end-to-end operational delivery of L1, L2, and L3 support services across all in-scope towers. The role owns day-to-day service performance, ensuring stable operations, SLA adherence, and consistent service quality once the engagement is in steady state.

The SDM serves as the primary operational interface for the customer and works closely with tower leads and support teams across ERP & Business Applications, Engineering Applications, Data & Power BI, Infrastructure & NOC, and HR Applications.

Key Responsibilities

1. Service Delivery Ownership

- Own day-to-day delivery of L1/L2/L3 support services across all towers
- Ensure services are delivered in line with: Contracted scope with agreed SLAs, OLAs, and KPIs while being ITIL-aligned service management processes
- Maintain overall service stability and operational predictability

2. SLA, KPI & Performance Management

- Monitor and manage SLA and KPI performance across towers
- Ensure timely response and resolution of incidents and service requests
- Drive corrective actions for SLA breaches or service risks
- Lead and review root cause analysis for major and recurring incidents
- Ensure accurate and timely service performance reporting

3. Incident, Problem & Escalation Management

- Oversee major incident management and cross-tower coordination
- Act as escalation point for high-priority and systemic issues
- Ensure problem management practices are followed to reduce repeat incidents
- Drive backlog management and service hygiene

4. Operational Governance & Reporting

- Lead operational governance forums, including: Daily / weekly service reviews ,Monthly service performance reviews
- Provide consolidated reporting covering: SLA compliance, Incident trends, Backlogs and aging Risks and improvement actions




- Maintain alignment with customer stakeholders on priorities and expectations

5. Tower & Team Coordination

- Coordinate with tower leads across: ERP & Business Applications / Engineering Applications / Data & Power BI / Infrastructure & NOC / HR Applications
- Ensure appropriate staffing, coverage, and skill alignment for L1/L2/L3 support
- Ensure adherence to SOPs, runbooks, and escalation procedures

6. ITSM Process & Tool Adherence

- Ensure consistent adoption of ITIL-aligned processes, including: Incident Management / Service Request Fulfilment / Problem Management / Change Enablement (minor changes)
- Ensure effective usage of ITSM tools (e.g., ServiceNow) for ticketing, reporting, and knowledge management
- Drive operational discipline and process compliance

7. Continuous Improvement

- Identify opportunities to improve service quality, efficiency, and user experience
- Drive shift-left, automation, and knowledge improvements within BAU scope
- Support identification of optimization opportunities; larger modernization initiatives to be scoped separately

Required Experience & Skills

Experience

- 10?15+ years of IT service delivery experience
- 5+ years in a Service Delivery or Operations Management role
- Proven experience managing multi-tower L1/L2/L3 support operations
- Experience working in global, multi-stakeholder environments

Technical & Process Awareness

- Strong understanding of enterprise applications, infrastructure, and data platforms
- Working knowledge of ITSM tools, preferably ServiceNow
- Solid understanding of ITIL (v3/v4) service management practices

Leadership & Stakeholder Management

- Solid communication and stakeholder management skills
- Ability to manage competing priorities across towers
- High ownership, problem-solving, and escalation management capability

Preferred Certifications

- ITIL v4 Foundation or higher
- PMP / PRINCE2 or equivalent (preferred)

📌 PROJECT MANAGER - Project Management (Bengaluru)
🏢 Happiest Minds Technologies
📍 Bengaluru