Service Delivery Manager (SDM) – Managed Services
On-site · Bengaluru, Karnataka, India
Job Summary
Service Delivery Manager (SDM) for Managed Services overseeing end-to-end service governance of IT and AV support for a client engagement in Bengaluru. Acts as the primary interface between Client stakeholders and the delivery team to ensure SLA/KPI/CSAT adherence, governance over contracts, and operational excellence. Responsibilities include managing on-site team leads and engineers, monitoring incident/problem backlogs, coordinating 24x5 coverage, leading service reviews and dashboards, driving continuous improvement, overseeing change and vendor management, and leading quarterly business reviews. Required skills include ITIL, ServiceNow, end-user computing, collaboration tools (Zoom, Teams), asset management, and strong governance and reporting capabilities. 10–15 years of IT service delivery experience with at least 5 years in managed services; global delivery and large-scale enterprise experience are expected. Certifications in ITIL, PMP/Prince2, and ServiceNow Fundamentals are preferred.
Required Qualifications
- 10–15 years IT Service Delivery experience
- Minimum 5 years managing Managed Services engagements
- Experience supporting enterprise clients with 1000+ users
- Experience managing global delivery and 24x5 operations
- Strong exposure to ServiceNow and ITIL processes
- Certifications (Preferred): ITIL v4 Foundation / Managing Professional, PMP or Prince2, ServiceNow Fundamentals, Lean Six Sigma
Additional Requirements
- Candidates without relevant experience are kindly requested not to apply
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