Experience: 4 - 20 years

Max Experience: 20

Job Title: Service Delivery Manager (SDM)

Experience: 8–15 Years (preferred)

Employment Type: Full-time

Department: IT Operations / Service Delivery

Job Summary We are looking for an experienced Service Delivery Manager (SDM) to manage IT service delivery, lead technical teams, maintain client relationships, and ensure operational excellence. The ideal candidate should have strong experience in SLA management, incident management, team leadership, stakeholder communication, and continuous service improvement.

Key Responsibilities

Manage end-to-end IT service delivery and ensure compliance with agreed SLAs and KPIs.

Lead and manage technical support, engineering, and operations teams.

Build and maintain robust relationships with clients and business stakeholders.

Monitor service performance, operational metrics, and service quality.

Oversee incident, problem, change, and escalation management.

Identify service delivery risks and implement corrective actions.

Drive continuous improvement, process optimization, and operational efficiency.

Manage resource allocation, capacity planning, and team performance.

Prepare service delivery reports, dashboards, and management presentations.

Coordinate with cross-functional teams to resolve service issues and meet business objectives.

Ensure compliance with IT policies,



security standards, and service management processes.

Conduct service review meetings and provide regular updates to clients and senior management.

Required Skills Service Delivery Management

IT Operations and Technical Team Management

SLA and KPI Management

Incident, Problem, and Change Management

Client and Stakeholder Management

Escalation and Risk Management

ITIL Framework and IT Service Management

Resource and Capacity Planning

Service Performance Reporting

Continuous Service Improvement

Strong Leadership and Communication Skills

Preferred Skills Experience with ServiceNow, Jira, or other ITSM tools.

Knowledge of Agile and project management methodologies.

Experience managing large teams and enterprise-level IT services.

Familiarity with cloud infrastructure and IT operations.

Educational Qualifications Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.

Experience Requirements ITIL certification or other relevant service management certifications preferred.

Proven experience in IT service delivery or IT operations management.

Experience handling client escalations and managing service-level commitments.

Demonstrated ability to lead teams, improve service quality, and achieve operational targets.

📌 SDM (Kolkata Metropolitan Area)
🏢 People Prime Worldwide
📍 Kolkata Metropolitan Area