SERVICE DELIVERY MANAGER

ROLE PROFILE

Service Delivery Manager / IT Ops

Technology, Network & Telecommunications

Department: Information Technology

Location: Hyderabad & Gurgaon

Position Summary The Service Delivery Manager is accountable for the reliable delivery, performance, and continual improvement of technology services, with particular emphasis on enterprise networking and telecommunications.

This role serves as the primary link between business stakeholders, internal IT teams, Incident Management teams, service desk personnel, technical specialists, telecommunications providers, and other third-party vendors. The manager ensures that incidents, service requests, problems, and changes are handled effectively and in accordance with ITIL practices and established service-level commitments.

ROLE FOCUS

Service leadership and coordination supported by enough technical depth to challenge assumptions, assess business impact, coordinate troubleshooting, and drive issues through resolution.

Required Qualifications

- Bachelor's degree in information technology, business, telecommunications, or a related discipline, or equivalent professional experience.
- 10+ years of experience in IT service delivery, infrastructure operations, network operations, telecommunications, or a related technology-management role.




- Demonstrated experience coordinating high-priority or major technology incidents.
- Working knowledge of enterprise networking, including LAN, WAN, Wi-Fi, VPN, internet connectivity, network security, and carrier circuits.
- Working knowledge of VoIP, mobile, conferencing, contact-center, and carrier-supported telecommunications services.
- Strong knowledge of ITIL practices, particularly incident, problem, change, service-level, and continual-improvement management.
- Experience with IT service-management platforms, reporting tools, external suppliers, and managed service providers.
- Robust written, verbal, analytical, facilitation, negotiation, and stakeholder-management skills.

Preferred Qualifications
- ITIL 4 Foundation certification or higher.
- Experience in a multi-location, highly distributed, or business-critical environment.
- Familiarity with network monitoring, observability, configuration management, telecommunications management, service catalogs, CMDBs, and service mapping.
- Project-management, vendor-management, networking, telecommunications, cloud, or service-management certifications.

Interested candidates may share resume to [email protected].

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