Job Description

Job Summary:

We are looking for an experienced and proactive

Service Delivery Manager

to oversee the delivery of IT/Business services to our clients. The role is responsible for ensuring that service quality, performance, and client satisfaction meet agreed standards. This is a

remote position

, requiring strong communication, organizational, and leadership skills to coordinate cross-functional teams and manage client expectations effectively.

Key Responsibilities:

Act as the primary point of contact for clients regarding service delivery matters. Ensure services are delivered according to

SLAs (Service Level Agreements)

and KPIs. Monitor, track, and report on service performance, incidents, and escalations. Manage client relationships, ensuring high levels of customer satisfaction. Collaborate with technical teams to resolve service issues and improve processes. Lead regular service review meetings with clients and internal stakeholders. Drive continuous improvement in service delivery, identifying efficiency and quality enhancements. Support project transitions, onboarding of new clients, and change management activities. Maintain documentation related to service delivery, including policies, reports, and procedures. Manage a remote team and ensure smooth communication and collaboration across time zones.

Required Skills & Qualifications:

Bachelor's degree in IT, Business Management, or a related field. Proven experience as a

Service Delivery Manager, IT Manager, or similar role.

Strong knowledge of ITIL framework and service management practices. Excellent client-facing and stakeholder management skills. Ability to manage multiple priorities and work effectively in a remote setup. Strong problem-solving and decision-making abilities. Proficiency in tools like

MS Office, ServiceNow, Jira, or other ITSM platforms.

Relevant certifications (e.g.,

ITIL, PMP, PRINCE2

) are a plus.

Soft Skills:

Strong leadership and team management skills. Excellent written and verbal communication. Customer-centric mindset with a proactive attitude. Ability to build trust and maintain long-term client relationships.
Job Type: Permanent

Pay: ₹727,020.36 - ₹1,090,592.28 per year