Job Summary

The Service Delivery Manager is responsible for ensuring the successful delivery of services to customers, maintaining service quality, managing stakeholder relationships, and driving operational excellence. The SDM acts as the primary point of contact for service-related matters and ensures adherence to SLAs, KPIs, and contractual obligations.Key ResponsibilitiesManage end-to-end service delivery for assigned accounts/projects.Ensure compliance with agreed SLAs, KPIs, and governance processes.Lead service review meetings with customers and internal stakeholders.Monitor project health, risks, issues, and escalation management.Drive continuous service improvement and operational efficiency.Manage resource planning, utilization, and team performance.Ensure customer satisfaction through proactive engagement.Coordinate with delivery, technical, finance, and support teams.Prepare delivery dashboards, reports,



and executive summaries.Support contract renewals, change requests, and growth opportunities.Required SkillsService Delivery ManagementStakeholder & Customer Management

Key Responsibilities

SLA/KPI ManagementIncident & Escalation ManagementProject ManagementRisk & Issue ManagementResource ManagementFinancial & Commercial AwarenessITIL / IT Service ManagementExcellent Communication & Presentation SkillsQualificationsExperience managing enterprise customers and delivery teams.ITIL, PMP, PRINCE2, or Agile certifications preferred.Success MetricsSLA ComplianceCustomer Satisfaction (CSAT)Revenue & Margin AchievementResource UtilizationService Quality & Delivery PerformanceEscalation Reduction

Skill Requirements

Must Have Skill

Program Management

Valuable to Have Skill

Other Requirements

📌 Program Director (India)
🏢 HCLTech
📍 India