It Service Delivery Manager

Key Responsibilities:
- Own end-to-end IT service delivery across assigned accounts, ensuring adherence to SLAs, KPIs, and contractual commitments
- Lead and mentor service delivery teams including support engineers, team leads, and shift managers to ensure consistent operational performance
- Drive incident, problem, and change management processes in line with ITIL best practices to minimize downtime and recurring issues
- Act as the primary escalation point for critical incidents, major outages, and high-priority client concerns
- Build and maintain strong client relationships through regular service review meetings, reporting, and proactive communication
- Monitor service delivery metrics, prepare governance dashboards, and present performance reviews to leadership and clients
- Drive continuous improvement initiatives to enhance service quality, reduce ticket volumes, and improve first-call resolution rates
- Manage resource planning, capacity forecasting, and shift scheduling to ensure adequate coverage across support functions
- Ensure compliance with security, audit, and data protection requirements across all service delivery operations
- Collaborate with sales and account management teams on service scope changes, renewals, and upsell opportunities

Required Skills and Qualifications:
- 10+ years of experience in IT service delivery, IT operations, or managed services, with at least 3 years in a leadership role
- Strong knowledge of ITIL framework, incident/problem/change management, and service governance practices
- Proven experience managing large support teams and multiple client accounts simultaneously
- Proficiency with ITSM tools such as ServiceNow, Remedy, or similar platforms
- Strong client relationship management and stakeholder communication skills
- Excellent verbal and written communication skills in English and Hindi
- ITIL Foundation/Intermediate certification is preferred
- Bachelor's degree in Computer Science, IT, or a related discipline; MBA is a plus