Manager | Service Delivery | Bengaluru Eco Space | Technology Strategy & Transformation

Year    KA, IN, India

Job Description

Job requisition ID :: 90129
Date: Sep 30, 2025
Location: Bengaluru Eco space
Designation: Manager
Entity: Deloitte Touche Tohmatsu India LLP

Role Summary




The Service Delivery Manager (SDM) is responsible for ensuring consistent, high-quality IT service delivery to clients/end-users. This role oversees service desk operations, incident/problem/change management, SLAs, and end-to-end service performance. The SDM acts as the primary liaison between IT, business stakeholders, and vendors to ensure services align with business objectives.

Key Responsibilities



Service Delivery & Operations

Own overall IT service delivery, ensuring SLA and KPI adherence. Oversee L1, L1.5, L2, and vendor teams to maintain service continuity. Drive incident, problem, and change management processes. Proactively monitor and improve service performance, availability, and reliability.

Governance & Stakeholder Management

Act as the single point of contact for business stakeholders. Conduct regular service review meetings with clients and vendors. Publish service performance dashboards and reports. Manage escalations and ensure timely resolution of critical issues.

Continuous Improvement & Transformation

Identify opportunities for process standardization and automation. Lead service transition and transformation initiatives. Drive CSAT (Customer Satisfaction) improvements. Ensure compliance with ITIL best practices and governance frameworks.

Team & Vendor Management

Provide leadership to service desk leads, engineers, and coordinators. Manage vendor performance and contracts in alignment with SLAs. * Enable training, mentoring, and knowledge sharing across teams.

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Job Detail

  • Job Id
    JD4375850
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    KA, IN, India
  • Education
    Not mentioned
  • Experience
    Year