Service Delivery Manager (Thane- 10 to 14 LPA)

Service Delivery Manager Role JD

Department: Managed Services - CX & Support

Role Type: Full Time

Location: Thane, Mumbai

Experience Required: 610 Years

Reporting To: Head - Service Delivery/ Director - Operations

Budget- 10 lpa to 14 lpa

Our Vision:

We exist to help businesses derive real business value from technology. Technology, on its

own, does not create impact. Impact is created when technology is intentionally aligned to

business outcomes, implemented with discipline, and operated with consistency

Our organisation is built to help businesses move from Reactive technology decisions,

Tool-led implementations, and fragmented operations to a business-aligned, outcome-

driven, and well-governed technology function

Role Summary:

The Service Delivery Manager (i.e., SDM) is accountable for end-to-end service delivery for

our Managed Services team, comprising technical engineers. The SDM ensures SLA

adherence, service quality, CSAT, and operational efficiency across multi-domain service

environments.

This is a semi-technical leadership role requiring high-level technical architecture

understanding, strong governance, cross-functional coordination, and stakeholder

management. The SDM acts as the primary SPOC for all customer-related engagements

and should be excellent at communication. The Sevice Delivery Manager should be able to

able position Technosprout as a strategic IT partner.

Key Responsibilities:

1. Team Leadership & Management

Lead, govern, and manage a team of up to 10 technical engineers

Monitor & drive the team's assigned annual OKRs

Conduct daily performance reviews & share qualitative feedback

Drive ownership, accountability, and always maintain a customer-first culture

2. Service Delivery & Governance

Lead and drive service delivery performance across all enterprise accounts

Ensure 100% adherence to all agreed internal & external SLAs

Monitor service performance dashboards and execute corrective actions

Adhere to delivery processes by using defined frameworks

Ensure compliance with service quality standards and audit requirements

Conduct regular agreed customer review meetings (i.e., Monthly/Quarterly)

Be upto date on latest trends in IT to continuously add value to existing and new

customers

3. CSAT Governance

Drive customer satisfaction initiatives across service engagements

Ensure a consistent annual CSAT score of 4+

Analyze & execute on all actionable customer feedback for improvements

4. Reporting & Analytics

Prepare and present service reports & dashboards to leadership and customers

Track SLA progress, incident & request trends, ticket quality, and resolution

timelines

5. Collaboration & Project Management

Lead & ensure all project deliverables are met 100% within the agreed SLAs

Drive all internal & external cross-team collaborations for all service-related &

project execution engagements

Educational Qualifications:

Bachelor's degree in Engineering/IT/Computer Science (preferred)

ITIL Certification higher than the foundation level (preferred)

Service Delivery/Project Management certifications (good to have)

Previous Experience as an IT Manager in a Growing business will be a good value

addition