Position: Sr. Manager Service Delivery & Network Management

Experience: 15+ Years

Qualification: Bachelors Degree in IT / Computer Science / Technology

Certifications: ITIL V3 Foundation/Intermediate – Mandatory; CCNP preferred

Key Responsibilities

- Lead and manage IT Service Delivery and Network Management operations, ensuring high-quality and consistent service delivery.
- Manage IT Service Desk, Desktop Support and VIP Support functions.
- Own and manage Incident, Service Request, Change, Problem and Escalation Management processes.
- Ensure effective handling and resolution of major incidents, including coordination with technical teams and stakeholders.
- Monitor service performance, SLA compliance, quality and operational KPIs.
- Establish and maintain effective service management processes, methodologies and procedures in line with ITIL best practices.
- Drive continuous service improvement initiatives to enhance service quality, efficiency and customer satisfaction.
- Lead internal and third-party service review meetings covering performance, quality, service improvements and processes.
- Work closely with project teams to understand upcoming changes and minimize the impact of projects on service delivery.
- Ensure future business demand and project requirements are incorporated into capacity planning.
- Collaborate with Technical Design teams to establish and maintain standards for hardware, software and security.




- Lead the Desktop Management team and continuously improve the desktop computing environment.
- Ensure laptops, PCs and other end-user devices are properly configured, maintained, secure and performing to required standards.
- Prepare and review service reports, identify gaps and implement corrective actions.
- Act as a senior escalation point for critical service and customer issues.
- Manage and mentor service delivery and technical support teams to maintain a high-performing workplace.

Candidate Profile

- Minimum 15 years of experience in IT Service Delivery / IT Operations / Network Management, with significant management experience.
- Strong expertise in ITIL processes, including Incident, Problem, Change, Request, Knowledge and Service Management.
- Experience managing Service Desk, Desktop Support and VIP Support teams.
- Strong knowledge of service delivery, SLA management, escalation management and continuous improvement.
- Experience handling major incidents and coordinating multiple technical teams for resolution.
- Strong understanding of IT infrastructure, desktop technologies, hardware, software and security standards.
- Experience in capacity planning, service reporting, vendor management and stakeholder management.
- Strong leadership, communication, analytical and problem-solving skills.
- ITIL V3 Foundation/Intermediate certification is mandatory.
- CCNP certification is preferred.
- Certifications in Project Management, Business Analysis or Project Assurance will be an added advantage.

📌 Sr. Manager Service Delivery Network Management (New Delhi)
🏢 UPDATER SERVICES- UDS
📍 New Delhi