SDM (Service Delivery Manager)

Service Delivery Manager

The Service Delivery Manager (SDM) is responsible for overseeing end-to-end service delivery operations for key clients, ensuring high service quality, adherence to Service Level Agreements (SLAs), and overall customer satisfaction. The SDM serves as the single point of contact for client communications, manages a technical support team, and drives continuous process and performance improvements.

Key Responsibilities

• Act as the Single Point of Contact (SPOC) for all client communication related to service delivery.
• Ensure SLAs and contractual commitments are consistently met; proactively highlight issues and risks to Client and NTT DATA management.
• Manage a large technical team including shift planning, leave approvals, performance tracking, and day-to-day operations.
• Identify and manage low performers through Performance Improvement Plans (PIPs) or replacements as necessary.
• Participate in recruitment, onboarding, and training of new team members; ensure continuous skill enhancement and career growth.
• Ensure adequate manpower availability across all shifts and locations to meet SLA requirements.
• Conduct internal team meetings to review issues, performance, and improvement plans.
• Handle client escalations and user complaints efficiently, ensuring timely resolution and prevention of recurrence.
• Perform ticket analysis and trend reviews to identify training gaps and process improvement opportunities.
• Initiate and manage Customer Satisfaction (CSAT) surveys; analyze feedback and implement corrective actions.
• Conduct weekly and monthly service review meetings with Client IT teams to discuss performance, risks, and improvement opportunities.
• Prepare and share reports covering SLA adherence, individual and team performance, escalations, and service improvement plans.
• Ensure Standard Operating Procedures (SOPs) are maintained, updated, and followed by all team members.
• Drive process optimization initiatives in coordination with Client IT and internal stakeholders.
• Conduct end-user awareness programs to improve IT process compliance and self-service adoption.
• Organize regular technical, process, and soft-skill training sessions for engineers.
• Collaborate with cross-functional teams (Network, Infrastructure, Security, Applications) to ensure seamless service delivery.
• Ensure compliance with ITIL best practices and company policies.

Requirements

• Bachelor?s degree in Computer Science, Electronics, or a related discipline (B.Tech / BCA / MCA).
• Minimum 5 years of experience in a Service Delivery Manager role within IT Infrastructure or Managed Services.
• 10+ years of total experience in IT Service Delivery or Operations Management.
• Strong understanding of ITIL framework and experience with ITSM tools (ServiceNow, Remedy, etc.).
• Proven ability to lead medium-to-large technical teams and ensure operational excellence.
• Experience managing client engagements in SLA-driven environments.
• Excellent written and verbal communication skills with experience in client interaction and executive reporting.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to handle pressure and manage critical incidents with composure.

Work Arrangements

• Type: Contract
• Location: Bengaluru, Karnataka, India | Hyderabad, Telangana, India | Gurugram, Haryana, India
• Remote: Not specified