Service Delivery Manager (SDM) – Managed Services

Role Summary

The Service Delivery Manager (SDM) will be responsible for end-to-end service governance of the Client Bengaluru IT and AV Managed Services engagement. The SDM will act as the primary management interface between Client stakeholders and the systemsGo delivery team, ensuring SLA compliance, operational excellence, resource management, escalation handling, continuous improvement, and contract governance.

Key Responsibilities

Service Delivery Governance

• Own overall service delivery performance across IT Support and AV Support operations.

• Ensure SLA, KPI, CSAT, and contractual commitments are consistently achieved.

• Conduct Daily, Weekly, Monthly, and Quarterly service reviews.

• Prepare operational dashboards and executive reports.

Customer Relationship Management

• Act as primary escalation point for Client leadership.

• Build strong relationships with GTS, Workplace Technology, Procurement, and Operations teams.

• Lead Quarterly Business Reviews (QBRs).

• Drive customer satisfaction and service improvement initiatives.

Operational Management

• Manage onsite Team Lead, IT Support Engineers, AV Engineers, and partner resources.

• Monitor ticket trends, backlog, incident management, and problem management activities.

• Ensure resource coverage across 24x5 operations.

• Coordinate backfill planning and workforce management.

Financial & Contract Management

• Track contract deliverables and scope adherence.

• Manage change requests and resource ramp-up plans.

• Support invoicing validation and commercial governance.

• Drive productivity and cost optimization initiatives.

Continuous Improvement

• Identify automation opportunities.

• Drive process maturity using ITIL practices.

• Lead service improvement programs.

• Review recurring incidents and root cause trends.

Required Skills

Service Management

• ITIL Framework

• Managed Services Delivery

• SLA & KPI Governance

• Incident & Problem Management

• Change Management

• Vendor Management

Technical Understanding

• End User Computing (EUC)

• ServiceNow

• Microsoft 365

• Asset Management

• Collaboration Technologies (Zoom, Teams)

• AV Operations
• Infrastructure Support Concepts

Experience

• 10–15 years of 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

Please review the JD carefully before applying for this position. Candidates without relevant experience are kindly requested not to apply,