Job Description

Qualification
Bachelor’s degree in Computer Science / Information Technology / Engineering or related field
(MBA or relevant certifications preferred)

Level
T6

Experience
12+ Years in IT with strong experience in Service Delivery / IT Operations

Work Location
Bangalore

24x7 Shifts
No (however, should be flexible to support critical incidents or global clients if required)

Job Summary
The Service Delivery Manager is responsible for managing end-to-end IT service delivery, ensuring services are delivered as per agreed SLAs, KPIs, and business expectations. 
 
The role focuses on operational excellence, client satisfaction, service quality, and continuous improvement while acting as the primary interface between clients, technical teams, and support functions.
 
This role is accountable for translating business strategy and operational needs into structured, executable IT initiatives and ensuring successful end-to-end delivery of technology solutions.
 
The SDM acts as the front door to IT for their business stakeholders owning demand intake, shaping solutions, driving cross-functional execution, and ensuring measurable business value realization.
 
This is not a purely project management role. It is a hybrid leadership position requiring strong business partnership, governance discipline, and delivery accountability.

Key Responsibilities:
Strategic Business Partnership
Serve as the dedicated IT partner for assigned business units.
Build trusted relationships with senior business leaders.
Develop deep understanding of business strategy, priorities, and operational challenges.
Act as the single point of coordination for IT engagement with those business functions.
Proactively identify technology opportunities that improve efficiency, risk posture, and business performance.
Demand Management & Solution Shaping
Own and manage the intake of new business requests.
Facilitate structured requirement gathering sessions.
Engage appropriate IT domain leaders to evaluate feasibility and solution options.
Ensure initiatives are properly scoped, prioritized, and aligned to enterprise standards.
Lead development of business cases, including scope, benefits, cost estimates, and risk considerations.
End-to-End Delivery Accountability
Lead approved initiatives through full lifecycle execution from planning through deployment and transition to operations.
Coordinate cross-functional teams across infrastructure, applications, security, and vendors.
Provide clear and consistent status reporting to stakeholders and leadership.
Governance & Portfolio Discipline
Maintain visibility into the portfolio of initiatives for assigned business units.
Ensure alignment with IT standards, architecture principles, security requirements, and financial controls.
Participate in prioritization forums and portfolio review discussions.
Escalate delivery risks, capacity conflicts, or cross-functional bottlenecks when required.
Value Realization & Service Continuity
Ensure delivered solutions meet defined business objectives.
Partner with operations teams to ensure smooth transition to steady-state support.
Monitor post-delivery performance and stakeholder satisfaction.
Identify continuous improvement opportunities across delivered services.

Qualifications:

Experience: 16+ years

Education: Bachelor’s Degree

• Knowledge of IT Service Management (ITSM) processes
• Familiarity with ITIL framework
• Experience with tools such as ServiceNow, confluence, virtual clients or similar platforms
• Strong data analysis and reporting skills

• Strong business stake holder management skills