About the role
Job Description – Service Delivery Manager
Location: Chennai
Experience: 6–12 Years
Roles & Responsibilities
- Manage end-to-end IT Infrastructure Service Delivery for enterprise customers.
- Ensure SLA compliance, service quality, and customer satisfaction.
- Drive Incident, Problem, Change, Release, Service Request, and Knowledge Management processes.
- Lead service governance meetings, customer reviews, CAB/ECAB discussions, and RCA/PIR sessions.
- Monitor service performance, KPIs, CSAT, and continuous service improvement initiatives.
- Manage data center operations, including compute, storage, network, capacity planning, and lifecycle management.
- Oversee cloud and hybrid infrastructure environments across Azure, AWS, or GCP platforms.
- Ensure effective backup, disaster recovery, business continuity, and high-availability practices.
- Collaborate with customers on infrastructure modernization, transformation, and technology roadmap initiatives.
- Manage onsite/offshore teams and coordinate multi-vendor service delivery.
- Drive resource planning, capacity management, and operational excellence.
- Prepare and present service reviews, dashboards, and executive-level presentations.
- Ensure compliance with security standards, IAM controls, vulnerability management, and regulatory requirements.