Service Delivery Manager- Modern Workplace

Location- Hyderabad

Mode- HybridMAIN RESPONSABILITIES

• Oversee the end-to-end delivery, ensuring alignment with business objectives and regulatory requirements.
• Act as the primary point of contact for Modern Workplace domain, managing both internal teams and external partners/vendors.
• Monitor and report on service performance, ensuring agreed-upon KPIs and SLAs are met or exceeded.
• Drive service improvements, incident resolution, and root cause analysis for service disruptions.
• Manage stakeholder communication, expectations, and satisfaction regarding Modern Workplace Products and Services.
• Ensure compliance with security standards, policies, and best practices.

KEY ACTIVITIES & TASKS

• Coordinate daily operations, including user provisioning, de-provisioning, and access reviews.
• Track and report on service metrics, preparing regular dashboards and executive reports.
• Lead incident and problem management processes related to Modern Workplace Domain.
• Collaborate with IT, security, and business teams to understand requirements and deliver enhancements.
• Manage relationships with external service providers (e.g.,, SaaS vendors), including contract and performance management.
• Support audits and compliance activities by providing necessary documentation and evidence.
• Identify and implement process improvements to optimize service delivery and user experience.
• Facilitate training and awareness sessions, processes and tools for end-users and stakeholders.
• Responsible for support, process compliance, documentation, CMDB, and quality of service (SLA)
• Coordinates various teams of experts in incident resolution. Manages escalations, crises, and exceptional situations.
• Maintains and develops customer relationships
• Integrates new services

PROFILE REQUIREMENTS

Technical Competencies

• Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
• Proven 10 years experience in IT service delivery or service management, preferably in Modern Workplace solutions.
• 3+ years of hand-on-experience with SDM role.
• Certification ITIL, particularly in service delivery and incident/problem management.
• Ability to interpret and analyze service metrics and KPIs.
• Service-now skills

Professional Competencies & skills

• Strong project management and organizational skills.
• Excellent communication and stakeholder management abilities.
• Analytical and problem-solving mindset, with a focus on root cause analysis and continuous improvement.
• Ability to manage multiple priorities and work effectively under pressure.
• Customer-oriented attitude with a commitment to delivering high-quality services.
• Excellent knowledge of human resources
• Fluent in English (additional languages are a plus).
• Attention to detail, security mindset, autonomy, synthesis capabilities, proactive and solution oriented