Director, Service Delivery Management
Hybrid · Hyderabad, Telangana, India
Job Summary
Director, Service Delivery Management leads regional/country service delivery teams, sets strategy and direction for the team, ensures SLAs and service quality, and drives continuous improvement. Responsibilities include building strong client relationships, providing strategic leadership to service delivery management teams, monitoring KPIs and SLAs, optimizing processes and workflows, coordinating resource allocation (staff, technology, infrastructure), and collaborating across cross-functional teams to identify opportunities for upselling and expanding services. Required capabilities include strategic leadership, stakeholder management, data analysis and presentation, exceptional communication, problem-solving, and the ability to operate under pressure. Academic bachelor’s degree or equivalent in IT or Business Administration, ITIL certification, and PMP certification are relevant, with additional certifications in client relationship management desirable.
Required Qualifications
- Academic qualifications: Bachelor’s degree or equivalent in Information Technology or Business Administration or related field
- ITIL Certification (Foundation or higher)
- Project Management Professional (PMP) certification desirable
- Client Relationship Management certification desirable
- Significant demonstrated years of experience in leading, directing and managing service delivery/operational units and/or related function in a large ICT organization, preferably an IT service provider
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