Role Summary
We are looking for an experienced and execution-focused Service Delivery Manager to manage end-to-end IT Infrastructure Managed Services delivery for the Quess engagement.
The candidate will be responsible for driving day-to-day service delivery across multiple IT service towers, ensuring SLA adherence, operational discipline, stakeholder management, issue resolution and continuous improvement.
This role requires a robust task-oriented leader who takes complete ownership of actions and drives them through to closure. The successful candidate should be comfortable working in a fast-paced customer workplace, coordinating multiple technical teams and vendors, managing escalations, and ensuring that no critical action remains unattended or open without explicit ownership and timelines.
The engagement is designed around a centralized, SLA-driven managed services model with field support retained for activities requiring physical intervention.

Responsibilities
Key Responsibilities




• Own end-to-end service delivery for the Quess IT Infrastructure Managed Services engagement and act as the primary operational interface between Quess and Digitide.
• Drive daily operations across Service Desk, Field Support/VIP Support, EUC, O365/Entra, Endpoint Security, Asset Management, NOC and SOC teams.
• Maintain strong ownership of all incidents, service requests, escalations, operational issues and action items until complete closure.
• Conduct daily/weekly operational reviews, monthly service/SLA reviews and support quarterly leadership governance meetings.
• Ensure incidents and service requests are correctly categorized, assigned, tracked and resolved within agreed response and resolution timelines.
• Monitor SLA and KPI performance, identify potential breaches in advance and drive corrective actions with the respective teams.
• Ensure timely escalation of P1/P2 and business-critical incidents and coordinate technical teams until service restoration.
• Drive Root Cause

📌 Service Delivery Manager Bengaluru
🏢 Digitide Solutions
📍 Bengaluru