Service Delivery Manager

Experience: 5–8 years in Service Delivery / Technical Operations / Support in customer-facing IT environments

Job Type: Fulltime

Location: Hyderabad/Hybrid

No of positions: 1

Timings: Regular shift

Role Summary:

Owns day-to-day execution of IT/technical services for assigned customers or internal platforms, ensuring stability, availability, and performance against agreed SLAs and KPIs.

Works closely with senior service managers, engineering, support, DevOps, and infrastructure teams to coordinate incident response, changes, and continuous service improvements.

Key Responsibilities:

• Manage daily service delivery operations, track SLAs/OLAs/KPIs, and monitor service health, incidents, and recurring issues.
• Act as operational point of contact for service issues, coordinating with technical teams to drive troubleshooting, releases, and deployments.
• Support Incident, Problem, and Change Management processes, including major incident coordination, RCA participation, post-incident reviews, and adherence to change and release governance.
• Lead regular customer service reviews, share performance reports, and action plans, manage expectations, and follow through on open issues.
• Prepare weekly/monthly reports, track risks and improvement actions, support audits/compliance, and help document and enhance service delivery workflows.

Required Skills & Qualifications:

• Technical: Exposure to application support/production operations; understanding of APIs/integrations; experience with cloud platforms (AWS/Azure/GCP); hands-on with ITSM and monitoring tools such as ServiceNow or Jira.
• ​Service Management: Practical experience with ITIL/ITSM processes (Incident, Problem, Change), SLA tracking, and service performance reporting.
• Soft Skills: Strong written and verbal communication, stakeholder management, structured problem-solving, and ability to work under pressure in a customer-facing environment.
• Education: Bachelor’s degree in engineering, Computer Science, or related field; ITIL or CSM foundation certification preferred; exposure to Agile/DevOps and CI/CD environments is an advantage.
• Nice-to-Have: Experience supporting SaaS platforms or enterprise integrations, working with globally distributed teams, and contributing to continuous improvement initiatives in service delivery.