Job Description

We are looking for an experienced Service Delivery Manager (SDM) to lead and oversee service delivery operations for one of our prestigious clients in the network security domain. The SDM will be responsible for ensuring high-quality delivery of network security services, managing client relationships, leading cross-functional teams, and ensuring SLAs and KPIs are consistently met or exceeded.


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Key Responsibilities:

Manage end-to-end service delivery operations for network security solutions across the client environment.

Act as the primary point of contact for client interactions, ensuring high customer satisfaction.

Lead incident, change, and problem management processes in alignment with ITIL standards.

Collaborate with internal technical teams to ensure proactive monitoring, performance tuning, and capacity planning.

Ensure delivery of services within agreed SLAs, KPIs, and contractual obligations.

Drive continuous improvement initiatives for service quality and operational efficiency.

Prepare and present regular reports on service performance, incidents, and improvement plans.

Coordinate with project teams for onboarding new services or accounts.

Lead and mentor a team of technical engineers or support personnel.

Participate in governance meetings and ensure timely resolution of escalated issues.


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Required Skills & Experience:

Minimum 12 years of experience in IT service delivery, with at least 5 years in network security domain.

Strong understanding of networking concepts, firewalls, VPNs, IDS/IPS, and threat management tools.

Proven experience in managing enterprise-level clients and delivering IT/network security services.

Strong leadership, stakeholder management, and communication skills.

ITIL Foundation Certification (preferred).

Experience with leading tools and platforms like Palo Alto, Cisco, Fortinet, etc.

Ability to manage multiple priorities in a dynamic environment.


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Qualifications:

Bachelor's degree in Engineering, Information Technology, or a related field.

Certifications such as ITIL, PMP, or network/security certifications (CCNA, CISM, CISSP) are an advantage.

Job Category:

Functional

Job Type:

Full time

Job Location:

Noida

Experience:

12-18 years

Position

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