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.
- Strong 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.
- Robust 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