Service Delivery Manager

Service Delivery Manager IT Service Desk & End User Computing (Remote IT, Intune)

Experience: 12+

Location: Hyderabad/Coimbatore

Role Summary:

We are looking for a Service Delivery Manager to lead an IT Service Desk team delivering high-quality remote IT support, endpoint management, and user lifecycle services including onboarding/offboarding.

Key Responsibilities:

Manage L1/L2 IT support teams providing global remote assistance

Ensure service desk meets SLA targets for response and resolution

Oversee endpoint management with Microsoft Intune and Autopilot

Drive onboarding/offboarding processes, access provisioning and deprovisioning

Own ITSM governance (Incident, Request, Change, Knowledge, Asset Mgmt)

Improve CSAT, first-call resolution, and self-service adoption

Required Skills:

Strong experience in enterprise IT Service Desk operations

Expertise with Microsoft Intune, Azure AD, M365, endpoint security

Familiarity with ITSM tools (ServiceNow, Jira Service Management)

Strong service-oriented mindset and leadership capabilities

Preferred Certifications:

ITIL Foundation, Microsoft MD-102, PMP/Agile