Role Summary
The Service Delivery Manager (SDM) is responsible for end-to-end service delivery for the Managed Services team comprising technical engineers. The role ensures SLA adherence, service quality, CSAT performance, and operational efficiency across multi-domain service environments.
This is a semi-technical leadership role requiring high-level technical understanding, strong governance, cross-functional coordination, and stakeholder management. The SDM acts as the primary SPOC for customer engagements and escalations.
Key Responsibilities
- Team Leadership & Management
- Lead and manage a team of up to 10 technical engineers
- Monitor and drive team OKRs and performance
- Conduct regular performance reviews and provide feedback
- Build a strong customer-first and ownership culture
- Service Delivery & Governance
- Drive service delivery performance across enterprise accounts
- Ensure 100% adherence to internal and external SLAs
- Monitor service dashboards and implement corrective actions
- Ensure compliance with defined delivery frameworks and quality standards
- Conduct periodic customer review meetings (Monthly/Quarterly)
- CSAT Governance
- Drive customer satisfaction initiatives
- Maintain annual CSAT score of 4+
- Analyze customer feedback and implement improvements
- Reporting & Analytics
- Prepare and present service reports and dashboards
- Track SLA performance, incident trends, ticket quality, and resolution timelines
- Collaboration & Project Management
- Ensure project deliverables meet agreed SLAs
- Drive cross-team collaboration for service and project execution
Skills
Key Skills & Competencies
- Strong written and verbal communication
- Stakeholder management
- Cross-team collaboration
- Data-driven decision making
- SLA and service governance
Traits
- Confident and proactive
- Decisive and ownership-driven
- Calm under pressure
- Punctual and disciplined
Knowledge & Experience
- 610 years in Managed Services / Service Delivery roles
- High-level understanding of cloud and security domains
- Strong knowledge of ITIL concepts
- Experience in reporting and analytics
- Educational Qualifications
- Bachelor's degree in Engineering / IT / Computer Science (preferred)
- ITIL Certification (preferred)
- Service Delivery / Project Management certifications (good to have)
