SDM

Job description

**Title:** SDM (Service Delivery Manager) **Experience: 15- 20 yrs** **Location: Hyderabad** **Mode of interview: Virtual Interview** The Service Delivery Manager (SDM) is responsible for overseeing end-to-end service delivery, ensuring high-quality support, customer satisfaction, and adherence to SLAs. The role acts as a bridge between clients, technical teams, and business stakeholders .🎯 Key Responsibilitie - sManage and improve service delivery operations aligned with agreed SLAs/KPI - sAct as the primary point of contact for clients/stakeholder - sMonitor service performance and implement continuous improvement - sLead incident, problem, and change management processe - sCoordinate cross-functional teams (IT, support, operations - )Ensure timely resolution of escalations and critical issue - sDrive customer satisfaction and service excellenc - ePrepare reports, dashboards, and service reviews (weekly/monthly - )Ensure compliance with ITIL processes and standard - sManage vendor relationships and third-party service s🧠 Required Skills & Qualification - sBachelor’s degree in IT, Business, or related fiel - d5+ years of experience in service delivery / IT operation - sStrong knowledge of ITIL framewor - kExcellent stakeholder and client management skill - sStrong analytical and problem-solving abilit - yExperience with SLA management and reporting tool - sLeadership and team management experienc e