Service Delivery Manager - Service Desk
Intertec Systems
Skills:
Service Delivery Management, Managed Services, IT infrastructure, ITIL Framework, MSP Operations, Service Level Agreements, IT Service Management, Project Delivery,
Job Summary
We are seeking a seasoned Service Delivery Manager to lead the delivery of managed IT services for enterprise clients from our Offshore Delivery Center in Indore. The role requires strong client engagement, operational leadership, and team management capabilities to ensure the delivery of high-quality, SLA-driven services across IT infrastructure and support functions.
Key Responsibilities
Service Delivery Management
Own end-to-end service delivery for assigned accounts, ensuring adherence to SLAs, KPIs, and quality standards.
Lead incident, problem, and change management processes, ensuring service stability and customer satisfaction.
Conduct regular service reviews, prepare performance reports, and handle customer escalations with a solution-oriented approach.
Team & People Management
Manage and mentor a cross-functional team of 50-80+ engineers and team leads across service desk, infrastructure, end-user support, network, and cloud.
Drive team performance through clear objectives, regular feedback, and career development plans.
Foster a high-performance culture with a focus on accountability, ownership, and continuous improvement.
Manage team rosters, shift rotations, and ensure 24x7 support coverage as needed.
Conduct regular team meetings, performance appraisals, and coaching sessions to build a motivated and customer-focused team.
Governance & Continuous Improvement
Implement best practices aligned with ITIL standards to improve service maturity.
Identify process gaps and drive automation and efficiency initiatives.
Collaborate with internal stakeholders (Projects, Presales, HR, Finance) for resource planning, transitions, and service expansions.
Client Engagement & Reporting
Serve as the primary delivery interface for customers.
Maintain strong relationships with key stakeholders and drive proactive communication and transparency.
Present monthly and quarterly service performance metrics and action plans.
Key Skills And Experience
- 15+ years of experience in IT service delivery, with at least 4+ years in a leadership role managing large technical teams.
- Strong background in team leadership, conflict resolution, and performance management.
- Proven experience managing enterprise clients in a Managed Services or IT Outsourcing environment.
- Expertise in ITIL processes (certification preferred), with a strong understanding of SLA-driven delivery.
- Experience in leading offshore delivery teams and multi-location support models.
- Excellent communication, stakeholder management, and analytical skills.
Qualifications
Bachelors degree in Computer Science, Information Technology, or a related field (Masters preferred).
ITIL v3/v4 Foundation is required (Intermediate/Expert or PMP is a plus).
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