Project Description: Group Technology and Operations (T&O;) enables and empowers the bank with an efficient, nimble, and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability, and innovation. In Group T&O;, we manage the majority of the Bank's operational processes and inspire and delight our business partners through our multiple banking delivery channels.

Responsibilities:
• Manage end-to-end service delivery operations, ensuring services are delivered within agreed SLAs, KPIs, and contractual commitments.
• Act as the primary point of contact for clients and stakeholders, ensuring effective communication and relationship management.
• Oversee daily operations, monitor service performance, and drive continuous improvement initiatives.
• Ensure timely resolution of incidents, service requests, escalations, and operational issues.
• Lead and manage cross-functional teams to achieve operational goals and maintain high service quality.
• Monitor SLA performance, prepare management reports, and provide regular service delivery updates to stakeholders.
• Identify operational risks, implement mitigation strategies, and ensure business continuity.
• Drive process improvements, operational efficiency, and cost optimization initiatives.
• Manage resource planning, capacity management, and workload allocation to ensure optimal utilization.
• Conduct regular service review meetings with clients and internal stakeholders.
• Ensure compliance with organizational policies, security standards, and governance requirements.
• Manage vendor relationships and coordinate with internal teams to ensure seamless service delivery.




• Develop and execute service improvement plans based on client feedback and performance metrics.
• Support budgeting, forecasting, and financial management related to service delivery. Mandatory Skills Description:
• 10+ years of overall IT experience, with significant experience in Service Delivery Management, IT Operations, or IT Service Management.
• Strong experience managing end-to-end IT service delivery operations, ensuring adherence to SLAs, KPIs, and contractual commitments.
• Proven experience in managing large-scale IT teams, cross-functional teams, and multiple service delivery functions.
• Extensive experience in client relationship management, stakeholder engagement, and senior-level communication.
• Robust knowledge of ITIL frameworks, ITSM processes, Incident Management, Problem Management, Change Management, and Service Request Management.
• Hands-on experience in managing critical incidents, escalations, service performance, and operational risks.
• Experience in service governance, performance reviews, SLA reporting, and presenting service metrics to senior management.
• Proven ability to drive continuous service improvement, process optimization, and operational efficiency.
• Experience in resource planning, capacity management, workforce utilization, and budget management.
• Strong leadership, decision-making, analytical, problem-solving, and conflict-resolution skills.
• Ability to manage multiple client engagements, prioritize business requirements, and ensure consistent service quality.
• Experience in vendor management, contract governance, compliance, and business continuity planning.

📌 Service Delivery Manager (Bengaluru)
🏢 Luxoft
📍 Bengaluru