About the role
Service Delivery Lead – SOW_JD_6520_2026_10547 - Onsite
8-10 Years Yrs of Exp
Bangalore 6days[Mon - Sat]
POSITION SUMMARY
The Service Delivery Manager (SDM) — IT Infrastructure is responsible for overseeing end-to-end IT service delivery across enterprise infrastructure operations. The SDM serves as the primary point of accountability for service quality, SLA governance, client relationship management, and operational excellence across managed IT services. This role bridges the gap between technical delivery teams and business stakeholders, ensuring that all infrastructure services — including network, security, cloud, end-user computing, and on-site IT — are delivered consistently, efficiently, and in alignment with contractual commitments. The SDM leads a cross-functional team of L1/L2 engineers and coordinates with internal practice leads, vendors, and client representatives to drive continuous service improvement.
KEY RESPONSIBILITIES
Service Delivery & SLA Governance
· Own end-to-end service delivery for all IT infrastructure services within the assigned account(s).
· Monitor and enforce SLA/OLA compliance across incident, change, and problem management processes.
· Drive timely resolution of escalated incidents and ensure root cause analysis (RCA) is completed and communicated.
· Produce and present regular service performance reports, dashboards, and trend analysis to stakeholders.
· Conduct periodic service review meetings (weekly/monthly/quarterly) with clients and internal teams.
Client Relationship Management
· Act as the point of contact for client stakeholders on all service delivery matters.
· Build and maintain strong, trust-based relationships with client IT leadership and business teams.
· Manage client expectations proactively and ensure high levels of client satisfaction (CSAT).
· Handle escalations professionally and drive resolution with a sense of urgency and ownership.
· Identify opportunities to expand service scope and contribute to account growth initiatives.
Team Leadership & Operations
· Lead, mentor, and manage a team of L1/L2 IT engineers across network, security, and end-user support functions.
· Ensure adequate shift coverage, resource planning, and workload distribution across the delivery team.
· Conduct regular team reviews, performance evaluations, and development planning for engineers.
· Drive adherence to operational procedures, change management policies, and IT governance frameworks.
Vendor & Stakeholder Coordination
· Coordinate with third-party vendors, ISPs, and OEMs for service fulfilment and escalation management.
Continuous Improvement & Governance
· Lead Continual Service Improvement (CSI) initiatives to enhance service quality and operational efficiency.
· Identify recurring incidents and drive permanent fixes through problem management.
· Maintain up-to-date service delivery documentation, runbooks, and governance artefacts.
· Ensure compliance with ITIL processes, organizational policies, and client-specific requirements.
· Support audits, compliance reviews, and governance reporting as required.
EXPERIENCE REQUIREMENTS
· 10+ years of progressive experience in IT Service Delivery, IT Operations, or Infrastructure Management.
· Proven track record managing enterprise IT services in a managed services or outsourcing environment.
· Strong understanding of IT infrastructure domains including network, security, cloud, and end-user computing.
· Demonstrated experience managing SLAs, OLAs, escalations, and service performance governance.
· Experience leading cross-functional technical teams across multiple service towers.
· Excellent client-facing and stakeholder management skills with a strong executive presence.
· Familiarity with ITSM platforms such as ServiceNow, Freshservice, or Jira Service Management.
· Experience working in multi-site, multi-client enterprise environments is essential.
· Strong analytical skills with ability to produce meaningful service reports and drive data-driven decisions.