Opportunity For Service Delivery Management Position - Bangalore

Job description

**Role & responsibilities** The Service Delivery Manager (SDM) is responsible for ensuring that services are delivered to customers on time, within scope, and at the agreed service levels. The role acts as the primary interface between clients and internal delivery teams, driving operational excellence, customer satisfaction, and continuous service improvement. **Key Responsibilities** **Service Delivery & Operations** - Own endtoend service delivery for assigned accounts or programs. - Ensure adherence to SLAs, OLAs, KPIs, and contractual obligations. - Monitor service performance, availability, and capacity. - Drive incident, problem, and change management processes. - Ensure service continuity and risk mitigation. **Client & Stakeholder Management** - Act as the single point of contact for service-related matters. - Build strong relationships with clients and key stakeholders. - Conduct regular service reviews, QBRs, and governance meetings. - Manage escalations and ensure timely resolution. - Communicate service performance, risks, and improvement plans. - Lead and mentor delivery managers, team leads, and support teams. - Coordinate with cross-functional teams. - Manage third-party vendors and partners to ensure service quality. - Support resource planning and utilization optimization. **Process & Continuous Improvement** - Implement and improve ITIL-based service management processes. - Identify opportunities for automation and efficiency improvements. - Drive root cause analysis (RCA) and preventive actions. - Ensure compliance with internal policies and external standards (ISO, SOC, etc.). **Preferred candidate profile** **Technical & Process Skills** - Strong understanding of IT Service Management (ITSM). - Experience with ITIL frameworks (Incident, Problem, Change, Release). - Familiarity with tools such as ServiceNow, Jira, BMC Remedy, etc. - Understanding of NetApp storage support, infrastructure, application support - Leadership & Soft Skills - Excellent client-facing and communication skills. - Strong stakeholder and escalation management capabilities. - Proven people management and team leadership experience. - Ability to work in high-pressure, SLA-driven environments. - Strong analytical and problem-solving skills. **Perks and benefits**